IT Service Desk Coordinator - Rewarding Charity IT Support

ExtraCare Retail Limited; Coventry; Sur place; GBP 25 000 - 30 000; Plein temps

Avantages offerts par ce poste

25 days annual leave

Contributory pension up to 9%

Buy and sell holiday

Free life insurance

Attendance reward

On-site gym

Résumé du poste

ExtraCare Charitable Trust is seeking an IT Service Desk Coordinator to join the team at our Coventry Head Office. You will monitor tickets, identify unassigned or aged tasks, and take action to keep the service desk running smoothly.

You will provide a friendly first point of contact for IT users, log and progress requests, and ensure timely updates to staff. The role involves basic account support, password resets, and following documented fixes while maintaining security protocols.

Qualifications

• Experience helping customers or colleagues in IT support.
• Experience in a service desk or support environment is helpful.
• Ability to log, track and update tickets clearly and accurately.

Responsabilités

• Serve as first point of contact for IT enquiries via phone, email, portal or in person.
• Log incidents and service requests with detailed information in the service desk system.
• Maintain ownership of tickets, provide progress updates and confirm resolution with users.
• Complete basic first-line checks and follow knowledge articles and fixes.
• Handle password resets, account unlocks and MFA resets after identity checks.
• Raise and process IT purchase orders; keep procurement records up to date.
• Keep asset and request records accurate; flag outdated guidance.
• Support major incident communications and service notices when instructed.
• Protect confidentiality and follow information security procedures.

Connaissances

Customer service

Ticketing system

Communication skills

Prioritisation

Work under pressure

Outils

Ticketing system

Description du poste

ExtraCare Charitable Trust is seeking an IT Service Desk Coordinator to join the team at our Coventry Head Office. You will monitor tickets, identify unassigned or aged tasks, and take action to keep the service desk running smoothly.

You will provide a friendly first point of contact for IT users, log and progress requests, and ensure timely updates to staff. The role involves basic account support, password resets, and following documented fixes while maintaining security protocols.