IT Service Desk Coordinator

Thrive Group; Radstock; On-site; GBP 32,000 - 34,000; Full time

Benefits offered by this job

Holiday allowance

Employee Assistance Program (EAP)

Job summary

Thrive Group in the United Kingdom is seeking an IT Service Desk Coordinator for a permanent, full-time role based in our office near Radstock. You will be the first point of contact for IT service requests and incidents, logging and triaging tickets, and coordinating with regional IT hubs to maintain service levels.

Strong communication, problem solving, and ITIL/FITSM knowledge are essential. This is a 100% office-based role with generous holiday allowance and EAP support.

Qualifications

• Experience in an IT helpdesk or service desk environment.
• Experience logging and managing tickets via an ITSM system.
• Strong problem solving and prioritisation skills; clear user communication.
• ITIL Foundation or FITSM Practitioner certification preferred.

Responsibilities

• First point of contact for incoming IT service requests and incidents.
• Log, categorise and triage tickets using the ITSM system.
• Route issues to the appropriate IT Hub or Central IT team.
• Monitor ticket progress to meet agreed SLAs.
• Coordinate despatch/return of IT equipment across sites.

Skills

IT Helpdesk Experience

Ticket logging

Communication skills

ITIL Foundation

Problem solving

ITSM 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:

• 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