Service Desk Co-ordinator

JAM Recruitment Ltd; Aylesbury; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Salary £30,000 per annum

Mon-Fri 8:30am–5:00pm

Job summary

JAM Recruitment Ltd in Aylesbury is seeking a Service Desk Co-ordinator to oversee daily IT support operations and act as the primary contact for tickets, calls and emails.

You will prioritise and allocate tasks to technical teams, monitor SLAs, maintain documentation and knowledge base articles, and collaborate with cross-functional teams to drive service improvements. This full-time role offers a £30,000 salary and standard weekday hours.

Qualifications

• Proven experience in a service desk or help desk.
• Strong knowledge of IT systems, hardware, and software.
• Excellent communication skills with the ability to explain technical information to non-technical users.
• Outstanding problem-solving skills and ability to multitask in a fast-paced environment.
• Collaborate with cross-functional teams to resolve issues and improve processes.

Responsibilities

• Manage and oversee daily Service Desk operations to ensure efficient resolution of IT support requests.
• Act as the main point of contact for all incoming tickets, calls and emails from users and customers.
• Prioritize and assign support tickets to appropriate technical teams based on urgency and complexity.
• Monitor and track tickets to ensure timely resolution and SLA adherence.
• Maintain accurate documentation of support processes, SOPs, and knowledge base articles.
• Collaborate with cross-functional teams to address systemic issues and improve procedures.
• Attend regular training to enhance technical skills and promote self-service options.
• Identify trends and recurring issues to develop long-term solutions.

Skills

Service desk experience

IT systems knowledge

Communication skills

Problem solving

Team collaboration

Customer service

Job description

The Service Desk Co-ordinator in Aylesbury oversees daily support operations, ensuring IT requests are resolved efficiently. Acting as the primary contact for tickets, calls, and emails, you will prioritise and allocate tasks to technical teams based on urgency. Monitoring progress against service level agreements is central, alongside maintaining precise documentation and knowledge base articles. Collaboration with other functions helps address recurring problems and refine procedures. This full-time, permanent position offers a salary of £30,000 per annum, with working hours from 8:30am to 5:00pm, Monday to Friday.

Service Desk Co-Ordinator/Administrator Monday - Friday 8.30 to 5pm Salary : £30,000.

Responsibilities:

• Manage and oversee the daily operations of the Service Desk, ensuring efficient and effective resolution of IT support requests.
• Act as the main point of contact for all incoming support tickets, phone calls, and emails from users and customers.
• Prioritize and assign support tickets to the appropriate technical support teams based on urgency and complexity.
• Monitor and track support tickets to ensure timely resolution and adherence to service level agreements (SLAs).
• Maintain accurate and up-to-date documentation of support processes, standard operating procedures, and knowledge base articles.
• Collaborate with cross-functional teams to address systemic issues, enhance service desk procedures, and implement process improvements.
• Attend regular training sessions to improve technology skills and promote self-service options for common issues.
• Proactively identify trends and recurring issues to develop long-term solutions and prevent future incidents.
• Continuously strive to improve customer satisfaction by delivering exceptional service and ensuring positive customer experiences.
• Prepare and present reports on service desk performance, metrics, and customer feedback to management.

Requirements:

• Proven experience in a service desk or help desk
• Strong knowledge of IT systems, hardware, and software
• Excellent communication skills with the ability to communicate information clearly and effectively to non-technical users.
• Outstanding problem-solving skills and the ability to handle multiple tasks in a fast-paced environment.
• Customer-focused approach with a commitment to delivering exceptional service.
• You have demonstrated the ability to work collaboratively with cross-functional teams to resolve issues and improve processes.
• Experience within the engineering sector or similar.
• Loyal and hard working.