Help Desk Coordinator

4 weeks ago

Hemel Hempstead, Hertfordshire, United Kingdom InPost UK Full time
About the Role

We are seeking a highly organized and detail-oriented Help Desk Coordinator to join our Network Health team at InPost UK. As a key member of our operations team, you will play a critical role in ensuring the smooth operation of our locker network.

Key Responsibilities
  • Manage tickets by raising, updating, prioritizing, and escalating within SLA lead times, and ensure accurate updates in the ticketing system
  • Direct tickets to the appropriate departments efficiently and discuss potential fix outcomes
  • Act as the primary contact for reported faults affecting our locker network
  • 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 lockers to the network for compliance and performance
  • Monitor and ensure the capacity of the machine network to meet customer demands
Requirements
  • Brilliant customer service skills and experience managing stakeholder relationships
  • Proven ability to manage multiple priorities
  • 1+ years of experience using a ticketing system (e.g. JIRA, EAM, ServiceNow) to log, manage and allocate issues
  • Proficiency in Microsoft Excel, Word, and PowerPoint required for data analysis, document formatting, and presentation creation
  • Excellent written and verbal communication
  • Effective time management with high attention to detail
  • Great critical thinking and problem-solving skills
  • Ability to express initiative and take ownership of tasks
What We Offer
  • Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year
  • Vitality Health Care
  • Work from Anywhere – 4 Weeks per year
  • Enhanced Parental Leave

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