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Helpdesk Coordinator

2 months ago

Hemel Hempstead, United Kingdom InPost UK Full time

Want to be part of a hyper growth, fast paced, global business that is radically changing the decades old delivery universe as we know it?  If so, read on, as we’re looking for a ­­­­Helpdesk Coordinator to join our Network Health team

Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of 5000+ smart lockers, 200+ leading retail partners like Vinted, ASOS, Zara and the launch of our InPost collection points, we’re bringing freedom to anyone with a parcel.

On our path to transforming e-commerce delivery in the UK, we’re building an unparalleled group of talent that’s hungry to help us disrupt the industry (find our 2023 annual report here ). Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. We’re a passionate bunch and expectations are high, but we’re team players – collaborating, supporting, and leaving egos at the door.

About the role:

As a Helpdesk Coordinator at InPost, your role sits at the heart of issue resolution. You will raise and update tickets, prioritise issues, run cadence meetings with our vendors, send out reports and assist with queries from other departments. This is not a call centre role - you'll predominantly be responding to queries via email.

The working hours are Monday-Friday, 8.30am -5.30pm.

What you’ll be doing:

  • Act as the primary contact for reported faults affecting our APM (Automated Parcel Machine) network
  • Manage tickets by raising, updating, prioritising, and escalating within SLA lead times, and ensure accurate updates in the ticketing system
  • Direct tickets to the appropriate departments efficiently & discuss potential fix outcomes
  • Build and maintain strong relationships with maintenance vendors and internal stakeholders to support SLAs
  • Prepare, update, and distribute daily reports, including managing the planned downtime list
  • Promptly and effectively respond to queries from other departments and manage expectations
  • Verify issues by checking CCTV when necessary
  • Continuously update documentation throughout the day 
  • Audit newly added parcel machines to the network for compliance and performance
  • Monitor and ensure the capacity of the machine network to meet customer demands
  • Working as part of a team to create effective resolution streams

What we need from you:

  • Brilliant customer service skills and experience managing stakeholder relationships
  • Proven ability to manage multiple concurrent workstreams
  • Proficiency in Microsoft Excel, Word, and PowerPoint required for data analysis, document formatting, and presentation creation
  • 1+ years of experience using a ticketing systems (e.g. JIRA, EAM, ServiceNow) to log, manage and allocate issues
  • Excellent written and verbal communication skills
  • Effective time management with high attention to detail
  • Great critical thinking and problem-solving abilities
  • Proficiency in IT with the ability to quickly learn and adapt to new processes and systems
    Adaptability to process changes in a fast-paced business environment
  • Ability to express initiative and take ownership of tasks

We’d be particularly excited to hear from you if you:

  • Have experience in IT, Technical, or Engineering support

We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

Perks of the job:

We love to reward our people for the great work they do:

Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year
More time for you to relax, explore, and enjoy life.

Vitality Health Care
Stay healthy and happy with our top-notch health coverage.

Work from Anywhere – 4 Weeks per year
Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.

Enhanced Parental Leave
We support you during those precious family moments.