IT Service Desk Coordinator

3 weeks ago

Edinburgh, Edinburgh, United Kingdom Eden Scott Full time
Service Desk Coordinator Opportunity

We are seeking a highly skilled Service Desk Coordinator to join our team at Eden Scott. As a key member of our IT service desk, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:
  • Act as the primary point of contact for all service desk inquiries via phone, email, or ticketing system.
  • Triage and categorise service desk tickets, ensuring appropriate prioritisation and delegation to the relevant teams.
  • Monitor the service desk queue, ensuring tickets are resolved in line with agreed SLAs.
  • Escalate critical issues to senior management when necessary, ensuring the client is kept informed throughout the process.
  • Generate regular reports on service desk performance, including response times, resolution times, and customer satisfaction.
  • Assist in identifying areas for process improvement within the service desk operations.
  • Work closely with the technical support, infrastructure, and client success teams to ensure seamless communication and service delivery.
Requirements:
  • 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.
  • Familiarity with ITIL processes and practices is an advantage.
  • Proficiency in using service desk or ticketing software (e.g., ServiceNow, Zendesk, Jira).
What We Offer:
  • Competitive salary and benefits package.
  • Career growth opportunities with ongoing professional development.

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