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    1 month ago

    Edinburgh, Edinburgh, United Kingdom Eden Scott Full time

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    1 month ago

    Edinburgh, Edinburgh, United Kingdom Eden Scott Full time

    Service Desk CoordinatorEden Scott is seeking a highly skilled Service Desk Coordinator to join our team. As a key member of our IT department, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Client Interaction & Triage: Act as the primary point of contact for clients reaching out...

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    1 month ago

    Edinburgh, Edinburgh, United Kingdom Eden Scott Full time

    Service Desk CoordinatorEden Scott is seeking a highly skilled Service Desk Coordinator to join our team. As a key member of our IT department, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Client Interaction & Triage: Act as the primary point of contact for clients reaching out...

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    1 month ago

    Edinburgh, Scotland, 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...

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    4 weeks 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...

  • Service Desk Coordinator

    4 weeks 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...

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    1 day 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...

  • 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...

  • 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...

Service Desk Coordinator

1 month ago

Edinburgh, United Kingdom Eden Scott Full time
Service Desk Coordinator Role Overview

The Service Desk Coordinator will serve as the primary point of contact for all service desk inquiries, ensuring that client requests are handled professionally, efficiently, and in a timely manner.

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 categorize service desk tickets, ensuring appropriate prioritization 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.