IT Service Desk Coordinator

The Thrive Group; Midsomer Norton; On-site; GBP 30,000 - 34,000; Full time

Benefits offered by this job

Office-based role

Generous holiday allowance

Employee Assistance Program

Job summary

Thrive Trowbridge is partnering with a client near Radstock to recruit an IT Service Desk Coordinator on a permanent basis. You will provide first-line support, log and triage tickets, and coordinate between regional IT hubs and sites.

The role requires ITIL/FITSM certificates or equivalent, strong communication, and the ability to prioritise competing tasks across multiple sites.

Qualifications

• Experience in IT helpdesk, service desk, IT administration or similar support environment.
• Experience logging and managing tickets through an IT service management system.
• Excellent communication skills and ability to handle users at all levels.

Responsibilities

• First point of contact for incoming IT service requests and incident queries.
• Log, categorise and triage tickets accurately using the ITSM system.
• Route tickets to the appropriate regional IT Hub or Central IT team.
• Identify and escalate high-priority incidents.
• Monitor tickets and maintain agreed service levels.
• Provide end users with clear and timely updates.
• Track hardware, software licences, contracts and IT equipment across sites.
• Monitor stock levels and arrange replenishment as required.
• Coordinate despatch and return of IT equipment between hubs and sites.

Skills

Communication

Multi-site coordination

Prioritization

Education

ITIL Foundation certificate

FITSM Practitioner certificate

Tools

ITSM ticketing system

Job description

Thrive Trowbridge are delighted to be working with our client near Radstock who are actively looking to recruit a IT Service Desk Coordinator to join the team on a permanent basis.

What you will be doing:

In this busy role you will provide essential first-line support and coordination across a multi-site organisation, duties to include :

• First point of contact for incoming IT service requests and incident queries.
• Logging, categorising and triaging tickets accurately using the IT Support Management system.
• Assessing technical issues and routing tickets to the appropriate regional IT Hub or Central IT team.
• Identifying and escalating high-priority incidents.
• Monitoring tickets, ensuring agreed service levels are maintained.
• Keeping end users informed with clear and timely updates.
• Tracking hardware, software licences, contracts, peripherals and other IT equipment across multiple sites.
• Monitoring stock levels and arranging replenishment where required.
• Coordinating the despatch and return of IT equipment between regional Hub locations and sites.

What you will need to succeed:

• Previous experience in an IT helpdesk, service desk, IT administration or similar support environment.
• Experience of logging and managing tickets through an IT service management system.
• Good problem-solving and triage skills, with the ability to assess the urgency and nature of an issue.
• Excellent communication skills and the confidence to deal with users at all levels.
• ITIL Foundation, FITSM Practitioner certificate or equivalent.
• Strong attention to detail, good organisational skills and the ability to manage competing priorities.

What you will receive in return:

• To £33,700 DOE
• Full time Monday to Friday **100% office based**
• Generous holiday allowance and EAP