IT Service Desk Coordinator | Customer IT Support

ExtraCare Charitable Trust; Coventry; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

25 days annual leave

Contributory pension (up to 9%)

Buy and sell holiday

Free life insurance

Attendance reward

Free use of on-site location gyms

Job summary

ExtraCare Charitable Trust is seeking an IT Service Desk Coordinator at our Head Office in Coventry. You will be the friendly first point of contact for IT help, logging and progressing tickets, handling password resets, and supporting procurement and account tasks to keep services running smoothly.

The role focuses on accurate ticket logging, customer communication, and adhering to security and data protection rules while delivering under pressure in a charitable environment.

Qualifications

• Experience helping customers or colleagues; IT service desk experience not required.
• Experience in customer service or admin roles with exposure to a ticketing system.
• Strong written and verbal communication; ability to work under pressure and meet deadlines.
• Flexible and capable of delivering in a pressurised environment.

Responsibilities

• Act as first point of contact for IT enquiries via phone, email, self-service portal or in person.
• Log incidents and service requests accurately in the service management system.
• Maintain ownership of tickets; provide progress updates and confirm resolution.
• Perform basic first-line checks and follow knowledge articles.
• Assist with password resets and account unlocks.
• Raise IT purchase orders and maintain procurement records.
• Protect information security and data protection compliance.

Skills

Customer service

Clear communication

Ticketing system

Prioritisation under pressure

Job description

ExtraCare Charitable Trust is seeking an IT Service Desk Coordinator at our Head Office in Coventry. You will be the friendly first point of contact for IT help, logging and progressing tickets, handling password resets, and supporting procurement and account tasks to keep services running smoothly.

The role focuses on accurate ticket logging, customer communication, and adhering to security and data protection rules while delivering under pressure in a charitable environment.