Helpdesk Coordinator
6 days ago
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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