IT Helpdesk Coordinator

For over 25 years, Oakdale has been delivering high-quality, evidence-based therapies and assessments for children, young people, and adults. As a not-for-profit, values-driven organisation, we partner with the NHS, schools, local authorities, and private clients to provide care that changes lives. We are now seeking a proactive and experienced IT Helpdesk Coordinator to join our operational team. This is a fantastic opportunity for someone who thrives on organisation, collaboration, and driving continuous improvement. You'll play a key role in ensuring Oakdale runs smoothly, efficiently, and in line with our mission to help people thrive.

The Role - What You'll Do

You will be responsible for overseeing daily helpdesk operations. Acting as the central link between end users and the technical support team, you will ensure that all IT related issues are logged, prioritised and resolved within established timelines. This role ensures high-quality technical support, maintains service standards, and improves user satisfaction., * Serve as the first point of contact for IT support requests (phone, email, ticketing system)

• Act as an escalation point for 2nd line support
• Assign, prioritise, and monitor helpdesk tickets to ensure timely resolution
• Coordinate with IT technicians, system administrators, and vendors
• Track and report on helpdesk performance metrics (SLA, response time, resolution time)
• Maintain IT asset inventory and documentation
• Ensure compliance with IT policies, procedures, and security standards
• Provide technical troubleshooting for hardware, software, and network issues
• Escalate complex technical issues to appropriate teams
• Conduct user follow-ups to ensure issue resolution and satisfaction
• Assist in onboarding/offboarding processes (account setup, access management)
• Identify recurring issues and recommend process improvements
• Coordinate the distribution of tickets and proactive tasks in line with company SLA's and policies.

Day to Day Activities

• End User IT support
• Onboarding / Offboarding colleagues
• Asset & Stock Management
• Proactive Device Monitoring and Resolution
• Documentation / Process management
• Assisting with Infrastructure projects
• Coordination of helpdesk work distribution.

Do you have a valid Driving License license?, Do you have experience in Salesforce?, Do you have a GCSE?, * 3+ Years IT Support Experience

• Microsoft 365 / Google Workspace Exposure
• Device Hardware Installation and Configuration: Laptops, Desktops etc
• Networking: Firewalls, Switches, Access Points etc
• Telephony
• Backups / DR
• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE (or equivalent) Maths and English at grades 3+ (D or above)
• Full UK driving licence
• Strong problem-solving and troubleshooting skills
• Excellent communication and customer service skills
• Ability to prioritize tasks in a fast-paced environment
• Team coordination and leadership abilities
• Strong organisational and documentation skills.

Desirable

• Relevant industry certifications e.g.CompTIA A+, ITIL Foundation, Microsoft certifications
• Salesforce experience
• SLA / Business Process exposure
• Experience with team leadership.

At Oakdale, your well-being and growth matter as much as the clients you support. We offer a package designed for balance, flexibility, and long-term career satisfaction, including:

• 33 days' annual leave (including bank holidays), increasing with service
• Flexible and agile working from day one
• SimplyHealth: 24/7 GP access, counselling, physiotherapy, and more
• Exclusive, heavily discounted rates for you and your family on private ADHD and autism neurodevelopmental
• assessments, through our own expert service.*
• Fully funded flu vaccines
• Employee Wellbeing Initiative with trained mental health champions
• Smart Pension & Rewards: plan for your future with discounts and cashback
• Enhanced Occupational Sick Pay
• Cycle to Work & Technology Salary Sacrifice schemes
• Employee discount scheme
• Protected CPD days, annual away days, and high-quality training
• Professional registration fees covered (where applicable)
• Opportunities to influence service improvement and innovation
• Laptop, monitor, keyboard, and any additional equipment you need to do your best work
• Discounts apply to dependants living within the same household.

This is more than an operational role, it's an opportunity to make a tangible difference every day, in a role where your organisational skills directly support people to thrive.