Service Desk Coordinator

5 months ago

Hemel Hempstead, United Kingdom OfficeTechHub Ltd Full time

**About us**

OfficeTechHub Ltd is a small business in Hemel Hempstead. We are professional, agile, and innovative. We believe in making IT smart and simple. Smart, modern solutions, simply delivered, giving you flexibility and control now and in the future. We’ve been helping businesses thrive through managed IT support and technology solutions for over 37 years. Today, 100’s of small to medium sized UK businesses trust OfficeTechHub to keep them switched on and focused on what matters.

We're currently recruiting a dedicated Helpdesk / Service Desk Coordinator where you will use your skills to maintain a high standard of quality work and customer satisfaction to help ensure the smooth running of the operations and first line Customer support on a full-time basis.

**Responsibilities**:

- Reporting to the Directors
- Responsible for support engineer’s daily workload
- Planning remote and onsite work for engineers where applicable.
- Escalate any complaints as required and support continuous improvement
- Interpret and log requests, inputting details into an in-house system, providing tracking and regular updates to the status of the request line with Service Level Agreement
- Sort, dispatch and manage the support requests to support engineers while overseeing the completion of the support requests.
- Quality check that change requests are correctly completed.
- Monitoring phone lines, handling incoming calls with varying queries.
- Prepare reports using the helpdesk.
- Resolve customer queries with professionalism and enthusiasm to represent our organisation effectively.
- Ensure exceptional client delivery standards

Previous experience in this role/similar position within the IT Industry is preferred. Excellent telephone manner, with the ability to communicate effectively and maintain a high level of confidentiality. Committed to following procedures and ensuring tasks are fully completed. Exceptional organisation skills with the ability to prioritise to meet customer deadlines. Able to work under pressure, individually and as part of a team with a flexible approach to meet the needs of the business. Confident working in a helpdesk environment and aware at times you will be delivering a level of service to a client base where issues are resolved in a fast and efficient manor enabling them to resume working as soon as possible.

This company value a “can-do approach”, good communication skills, and a good work ethic. If you possess these qualities, and have a passion for technology, we'd love to hear from you

**Job Types**: Full-time, Permanent

**Salary**: £23,000.00-£28,000.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking
- On-site parking
- Transport links

Schedule:

- Monday to Friday
- Overtime

Ability to commute/relocate:

- Hemel Hempstead: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT Support: 3 years (required)

Work Location: In person

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