IT Service Desk Coordinator — First-Line Support + Pension & Gym

ExtraCare Charitable Trust; Coventry; Sur place; GBP 25 000 - 30 000; Plein temps

Avantages offerts par ce poste

25 days annual leave

Contributory pension

Buy and sell holiday

Life insurance

Attendance reward

On-site gym access

Résumé du poste

ExtraCare Charitable Trust is seeking an IT Service Desk Coordinator to join the Head Office in Coventry. You will act as the first point of contact for IT inquiries, log and progress tickets, and handle basic account support and password resets.

You will ensure tickets are updated with clear progress, follow standard procedures, and assist with procurement records and service notices as needed. This fixed-term role offers a structured 37.5-hour week and a competitive package.

Qualifications

• Experience helping customers, colleagues or the public is desirable.
• Experience in a customer service, administration, call-handling or support environment; exposure to a ticketing system.
• Ability to deliver clear written and verbal communications.
• Ability to prioritise work and deliver results in a pressurised environment with tight deadlines.

Responsabilités

• Act as a first point of contact for IT enquiries via telephone, email, self-service portal or in person.
• Log incidents and service requests with relevant details in the service management system.
• Maintain ownership of assigned tickets and provide progress updates until resolution.
• Complete basic first-line checks and follow knowledge articles and documented fixes.
• Resolve password resets, account unlocks and MFA resets after identity checks.
• Raise and process IT purchase orders and maintain procurement records.
• Keep ticket, asset and request records up to date.
• Use standard communications and knowledge articles and flag gaps to the Service Desk Manager.
• Support major incident communications and service notices when instructed.
• Protect confidential information and follow information security procedures.

Connaissances

Customer service

Office applications

Ticketing system

Clear written/verbal communication

Ability to work under pressure

Formation

Experience in customer service/administration environment

Outils

Ticketing system

Description du poste

ExtraCare Charitable Trust is seeking an IT Service Desk Coordinator to join the Head Office in Coventry. You will act as the first point of contact for IT inquiries, log and progress tickets, and handle basic account support and password resets.

You will ensure tickets are updated with clear progress, follow standard procedures, and assist with procurement records and service notices as needed. This fixed-term role offers a structured 37.5-hour week and a competitive package.