Service Desk Coordinator

We’re looking for someone who loves bringing order to chaos.

Someone who can look at a busy Service Desk, quickly understand what matters most, keep tickets moving, keep clients informed and help engineers stay focused.

This is not a role for someone who wants to sit quietly in the background.

You’ll be right at the centre of the Service Desk, helping shape how work flows, how clients experience our support and how the team performs day to day.

You’ll also be hands on, helping with first line support and getting stuck into the technical work where needed.

At Mark1 IT, we are continually improving how we operate and how we deliver support to our clients. This role is a real opportunity to make an impact, bring ideas, improve processes and become a key part of how the Service Desk evolves.

This role could suit an experienced Service Desk Analyst looking to step into coordination and operational responsibility, or an existing coordinator who wants greater ownership and influence.

What you’ll be doing

Keeping the Service Desk moving

You’ll be the person who brings structure, pace and clarity to the day.

You’ll:

• Keep the ticket queue organised and under control
• Make sure priorities are clear and work is allocated properly
• Spot SLA risks before they become problems
• Keep aged and stalled tickets moving
• Balance workloads across the team
• Coordinate site visits, incidents and daily priorities
• Make sure handovers are clear and nothing gets lost

Helping clients feel looked after

Great IT support is not just about fixing things. It is also about communication, confidence and trust.

You’ll:

• Keep clients updated clearly and professionally
• Manage expectations properly
• Make sure there are no unnecessary surprises
• Coordinate escalations calmly
• Help clients feel that their issue is owned and under control

Getting hands on with support

This is not a coordination only role.

You’ll also:

• Resolve appropriate first line tickets
• Support users remotely
• Troubleshoot common Microsoft 365, hardware, software and connectivity issues
• Complete routine user, access and device tasks
• Record clear notes and useful troubleshooting
• Escalate more complex issues with the right information

Making things better

We do not want someone who simply keeps the current process running.

We want someone who notices what could work better and helps improve it.

You’ll:

• Improve Service Desk processes and workflows
• Help maintain technical SOPs and knowledge articles
• Identify recurring issues
• Support root cause actions
• Improve reporting and visibility
• Look for smarter ways of working, including automation

• Naturally organised
• Calm under pressure
• Comfortable taking ownership
• Confident speaking with clients
• Confident addressing issues and driving improvement
• Able to balance people, priorities and technical work
• Curious about how things can be improved
• Someone who likes making a visible difference

You do not need to be the most senior engineer in the room.

You do need good judgement, strong communication skills and the confidence to keep work moving.

Experience in an MSP or IT Service Desk would be ideal. Experience with HaloPSA, Microsoft 365, NinjaOne, networking or VoIP would be useful, but attitude, ownership and the ability to bring structure matter just as much., * IT Service Desk, IT Support or MSP: 2 years (required)

Pulled from the full job description

• Free parking
• Additional leave
• Company pension
• Discounted or free food
• Company events
• On-site parking, You’ll work directly with the leadership team, have a genuine say in how we operate, and see the impact of your ideas quickly. This isn’t a role where suggestions disappear into a committee. If something can be improved, you’ll have the opportunity to help make it happen.

Interested?

If you’re the kind of person who loves bringing order to chaos, keeping people moving and making sure clients feel genuinely looked after, we’d love to hear from you. Apply through Indeed and tell us why you think you’d be a great fit for Mark1 IT.

Pay: £30,000.00-£32,500.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Discounted or free food
• Free parking
• On-site parking