Service Desk Co-ordinator

5 days ago


Brighton, United Kingdom Hays Specialist Recruitment Limited Full time

Service Desk Co-Ordinator | Remote Up to £26000 DOE
Your new role:
To accurately gauge and analyse Service Desk demand, highlighting risks and opportunities to advance the maturity of the Service Desk and assisting in the support of users and colleagues as needed.
Key responsibilities:

- Assist the Team Leader in escalating incidents and problems as needed.
- Regular and ad hoc reporting to supplement other team members' reporting duties.
- Work on and identify Service Desk risks, issues, and opportunities on a proactive basis.
- Help develop the Service Desk Knowledgebase by writing and maintaining technical articles.
- Monitor and address the Service Desk's aged ticket deficit, reducing it wherever possible.
- Collaborate with the IT Service Desk Team Leader to identify areas for service improvement.
- Assist colleagues in their support by highlighting and acting on low impact, high volume Incidents and Service Requests.
What you'll need to succeed:

- Microsoft 365 Service administration and troubleshooting (Exchange Online, network printing, SharePoint Online, Teams, OneDrive etc.)
- Microsoft Windows 10.
- Excellent stakeholder management abilities, including the ability to set expectations for a diverse group of stakeholders.
- Superior communication, planning, organising, and resource management abilities.
- A data-driven approach to assisting Service Desk colleagues and stakeholders
- Superior analytical and diagnostic abilities.
- Capable of effectively prioritising based on organisational impact and urgency.
- The ability to work with little oversight at times.
- Results-oriented and driven to provide exceptional service.
- Highly motivated, with the ability to understand and solve technical problems.
- A problem-solving mindset: designing and implementing effective processes to assist users.

What you'll get in return:

- 37.5 Hours per week
- 25 days annual leave
- Pension Scheme
- Fully Remote / Flexible working


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