Service Desk Coordinator

4 weeks ago


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

Eden Scott is seeking an IT Service Desk professional with MSP experience to progress their career into a Service Desk Coordinator role.

The successful candidate 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.

Key Responsibilities:
  1. Client Interaction & Triage:
    Act as the primary point of contact for all service desk inquiries via phone, email, or ticketing system.
  2. Service Coordination:
    Monitor the service desk queue, ensuring tickets are resolved in line with agreed SLAs.
  3. Reporting & Documentation:
    Generate regular reports on service desk performance, including response times, resolution times, and customer satisfaction.
  4. Continuous Improvement:
    Assist in identifying areas for process improvement within the service desk operations.
  5. Collaboration:
    Work closely with technical support, infrastructure, and client success teams to ensure seamless communication and service delivery.
Requirements:
  1. Previous experience in a service desk, helpdesk, or customer service role within an IT environment.
  2. Strong understanding of service desk processes, ticketing systems, and triage procedures.
  3. Familiarity with ITIL processes and practices is an advantage.
  4. Proficiency in using service desk or ticketing software (e.g., ServiceNow, Zendesk, Jira).
What We Offer:
  1. Competitive salary and benefits package.
  2. Career growth opportunities with ongoing professional development.


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