Helpdesk Coordinator

Join a thriving IT support business at the heart of service delivery. We are seeking a proactive and organised Helpdesk Coordinator to join our well-established IT field services organisation based in Hook. This role is crucial in supporting customers across the UK by coordinating engineers, managing service requests, and ensuring a first-class support experience.

Day-to-day of the role:

• Coordinate approximately 13 field engineers and subcontractors to ensure optimal resource utilisation.
• Schedule field service visits in accordance with customer SLAs and appointment commitments.
• Serve as the first point of contact for customers via telephone and email.
• Log service requests and fault reports into the company’s bespoke ticketing system.
• Check support contract entitlements and create accurate service tickets.
• Coordinate the movement of parts, equipment, and logistics required for service visits.
• Monitor site access arrangements and ensure engineers have all necessary information before attending site.
• Liaise with customers, engineers, and technical teams to provide updates and ensure timely resolution of issues.
• Manage dispatches throughout the UK and internationally via a subcontractor network.
• Maintain visibility across all open service activities and ensure excellent customer communication.

• Experience coordinating engineers, field-based staff, or service activities.
• Strong administration and organisational skills.
• Excellent telephone and email communication abilities.
• A customer-focused approach with the confidence to build relationships at all levels.
• Ability to prioritise multiple tasks in a busy and changing environment.
• Strong attention to detail and problem-solving skills.
• Experience using CRM, ERP, or service management systems.
• Competent Microsoft Office skills.
• Previous experience in IT, technology, engineering, facilities management, or technical service environment is advantageous but not essential.

• Competitive salary up to £32,000 per annum.
• Full training provided on the company’s bespoke ERP and ticketing platform.
• Opportunity to join a supportive and growing business.
• Genuine handover period with the current postholder.
• Stable, long-term position with significant responsibility and autonomy.
• Free onsite parking.
• Monday to Friday working pattern with no weekend requirement.