Service Desk Coordinator

Tiger Recruitment; Greater London; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

An established industry player is seeking a Help Desk Coordinator to manage ticketing and ensure efficient communication between departments. In this hybrid role, you'll build strong relationships with internal teams and maintenance engineers while providing excellent customer service. Your organizational skills and attention to detail will be crucial as you handle multiple priorities and respond to queries. This ongoing temporary contract offers a dynamic work environment where your contributions will significantly impact operational efficiency. If you're looking for a role that combines problem-solving with effective communication, this opportunity is perfect for you.

Qualifications

• Proven ability to manage multiple priorities effectively.
• Strong organizational skills with attention to detail.

Responsibilities

• Manage tickets by raising, updating, and prioritizing within SLA lead times.
• Act as the primary contact for reported faults and manage expectations.

Skills

Organizational Skills

Customer Service Skills

Communication Skills

Time Management

Critical Thinking

Problem-Solving Skills

Tools

Ticketing Software

Job description

The role: Help Desk Coordinator

Location: Hemel Hempstead

Parking: Available on site

Hours: 8:30 am – 5:30 pm (Monday to Friday)

Hybrid Working

Rate: £12.60ph + Holiday pay

Salary (if offered permanently): £26k + 1.5k annual bonus (this is not guaranteed)

You will be starting an ongoing temporary contract, this should be around 3 months

About the role:

What you’ll be doing:

1. Manage tickets by raising, updating, prioritising, and escalating within SLA lead times, and ensure accurate updates in the ticketing system
2. Direct tickets to the appropriate departments efficiently & discuss potential fix outcomes with teams
3. Act as the primary contact for reported faults
4. Build and maintain strong relationships with maintenance engineers and internal teams
5. Prepare and send out daily reports, including managing the planned downtime list
6. Promptly and effectively respond to queries from other departments and manage expectations
7. Verify issues by checking CCTV when necessary
8. Continuously update documentation throughout the day

Please note, this is not a call centre or IT support role. You'll predominantly be responding to queries and allocating works via email and our ticketing software.

What we need from you:

1. Highly organised and process oriented
2. Proven ability to manage multiple priorities
3. Brilliant customer service skills
4. Excellent written and verbal communication
5. Effective time management with high attention to detail
6. Great critical thinking and problem-solving skills

Tiger is B Corp Certified. We are part of a global movement of businesses committed to improving social and environmental conditions around the world.