Helpdesk Coordinator

Our client is a leading independent technology partner and global integrator, specialising in providing end-to-end connectivity solutions that propel organisations everywhere. To support their continued, rapid growth, we are looking for a strong Help Desk Coordinator to join them.

From structured cabling to managed services, their end-to-end services provide infrastructure that can be completely replied on, delivering a complete solution for business connectivity.

The Help Desk Coordinator (Service Desk) role provides the single point of contact for resource, scheduling, change control and general information for all planned work instructions across the three global regions for client-facing service.

The Coordinator will validate work requests and allocate to the appropriate group(s) and team members for action, maintaining accurate details and update the status on internal and client systems. The Service Desk Coordinator will provide a centralised quality assurance function between the client's technical teams and the company's field engineers, consolidating multiple channels of Service Request communication into the Supplier via a single entity.

Your normal hours of work will be based on a 12 hour shift pattern resulting in an average of approximately 42.5 hours working week, 7am to 7pm and 7pm to 7am, on a 4 days on 4 days off basis.

The role is key in driving effective and efficient use of resources and implementing close integration between the company and its client's operational teams and tools.

• Previous experience working as a call handling operative in a customer facing IT service environment

• Previous Coordinator experience

• Previous experience using an IT helpdesk ticketing system

• Previous experience of Data Centre environment and or technologies

• Willingness to learn new systems and processes

• Ability to deal with customers in a professional manner

• Ensure that a high level of customer service is provided to all customers

• Excellent communication skills

• Excellent telephone manner

• Competent use of Microsoft Office suite