Helpdesk Coordinator

6 days ago


Hemel Hempstead, Hertfordshire, United Kingdom InPost UK Full time

About the Role:

We are seeking a highly skilled Helpdesk Coordinator to join our Network Health team at InPost UK. As a Helpdesk Coordinator, you will play a critical role in ensuring the smooth operation of our Automated Parcel Machine (APM) network.

Key Responsibilities:

  • Act as the primary point of contact for reported faults affecting the APM network
  • Manage tickets by raising, updating, prioritizing, and escalating within Service Level Agreement (SLA) lead times
  • Direct tickets to the appropriate departments efficiently and discuss potential fix outcomes
  • 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 parcel machines to the network for compliance and performance
  • Monitor and ensure the capacity of the machine network to meet customer demands
  • Work as part of a team to create effective resolution streams

Requirements:

  • Brilliant customer service skills and experience managing stakeholder relationships
  • Proven ability to manage multiple concurrent workstreams
  • Proficiency in Microsoft Excel, Word, and PowerPoint required for data analysis, document formatting, and presentation creation
  • 1+ years of experience using a ticketing system (e.g. JIRA, EAM, ServiceNow) to log, manage, and allocate issues
  • Excellent written and verbal communication skills
  • Effective time management with high attention to detail
  • Great critical thinking and problem-solving abilities
  • Proficiency in IT with the ability to quickly learn and adapt to new processes and systems
  • Adaptability to process changes in a fast-paced business environment
  • Ability to express initiative and take ownership of tasks

We're Looking for:

  • Individuals with experience in IT, Technical, or Engineering support

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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