Service Desk Coordinator

1 month ago

Edinburgh, United Kingdom Eden Scott Full time

Excellent opportunity for an IT Service Desk professional with MSP experience to progress their career into a Service Desk Coordinator role.


You will join a leading Managed Service Provider (MSP), dedicated to delivering top-tier IT services and support to clients, ensuring their systems remain secure, operational, and future-ready.


They pride themselves on their customer-centric approach and innovative solutions.


Role Overview:


The Service Desk Coordinator will serve as the primary point of contact for all service desk inquiries.


The individual in this role will ensure that client requests are handled professionally, efficiently, and in a timely manner. This role requires excellent organisational and communication skills, the ability to prioritise tasks, and a customer-focused approach to problem-solving.


Key Responsibilities:



  • Client Interaction & Triage:
  • Act as the first point of contact for clients reaching out to the service desk via phone, email, or ticketing system.
  • Triage and categorise service desk tickets, ensuring appropriate prioritisation and delegation to the relevant teams.
  • Provide timely and professional responses to client inquiries and follow up on any outstanding issues.


Service Coordination:


  • Monitor the service desk queue, ensuring tickets are resolved in line with agreed SLAs.
  • Work closely with technical teams to ensure all client requests and incidents are resolved within appropriate timeframes.
  • Escalate critical issues to senior management when necessary, ensuring the client is kept informed throughout the process.


Reporting & Documentation:



  • Generate regular reports on service desk performance, including response times, resolution times, and customer satisfaction.
  • Maintain and update the knowledge base with common issues and their resolutions.
  • Document all client interactions and resolutions in the ticketing system.


Continuous Improvement:


  • Assist in identifying areas for process improvement within the service desk operations.
  • Provide feedback to management regarding recurring issues or potential service gaps.


Collaboration:


  • Work closely with the technical support, infrastructure, and client success teams to ensure seamless communication and service delivery.
  • Participate in team meetings and contribute to the continuous improvement of service delivery.


Experience required:


  • Previous experience in a service desk, helpdesk, or customer service role within an IT environment.
  • Strong understanding of service desk processes, ticketing systems, and triage procedures.
  • Excellent communication skills, both written and verbal, with the ability to interact with technical and non-technical stakeholders.
  • Strong organisational skills, with the ability to prioritise tasks and handle multiple inquiries simultaneously.
  • Familiarity with ITIL processes and practices is an advantage.
  • Proficiency in using service desk or ticketing software (e.g., ServiceNow, Zendesk, Jira).


Skills & Attributes:


  • Customer-focused with a strong sense of urgency and commitment to service excellence.
  • Problem-solving mindset and the ability to work under pressure.
  • Attention to detail and a proactive approach to tasks.
  • Ability to work both independently and as part of a team.
  • Willingness to learn and adapt in a fast-paced environment.


Why Join this role?:



  • Opportunity to work with cutting-edge technology in a growing MSP.
  • Collaborative and supportive work environment.
  • Competitive salary and benefits package.
  • Career growth opportunities with ongoing professional development

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