Helpdesk Coordinator

ONNEC Group are a leading independent technology partner and global integrator, with over 30 years experience, and a 800+ team of global experts, specialising in providing end-to-end connectivity solutions that propel organisations everywhere.

From structured cabling to managed services, our end-to-end services give infrastructure that can be completely replied on. Design. Build. Deploy. Optimise. We offer a complete solution for business connectivity.

We are a rapidly growing organisation and finding and retaining the highest calibre of people is fundamental to us for the success of our business, we work hard to create a challenging, supportive and satisfying working environment for all our employees. ONNEC has successfully achieved the Investors in Diversity Foundational Award for our commitment to equality, diversity and inclusion in the workplace.

We are recruiting for a Help Desk Coordinator. The successful applicant will join a dynamic team of Service/Help Desk co-ordinators providing a central Service Desk function to one of ONNEC's key clients. The Service Desk operates 24-hours per day, 7-days per week, and is the single point of contact for the delivery of services across three global regions. The Service Desk also provides help and support with ad-hoc requests and queries.

The Help Desk Coordinator (Service Desk) role provides the single point of contact for resource, scheduling, change control and general information for all planned work instructions across the three global regions for our client-facing service.

The Coordinator will validate work requests and allocate to the appropriate group(s) and team members for action, maintaining accurate details and update the status on internal and client systems. The Service Desk Coordinator will provide a centralised quality assurance function between our client’s technical teams and ONNEC field engineers, consolidating multiple channels of Service Request communication into the Supplier via a single entity.

**Your normal hours of work will be based on a 12 hour shift pattern resulting in an average of approximately 42.5 hours working week, 7am to 7pm and 7pm to 7am, on a 4 days on 4 days off basis.**

The role is key in driving effective and efficient use of ONNEC resources and implementing close integration between ONNEC and its client’s operational teams and tools.

**Required Experience & Skills**:

- Previous experience working as a call handling operative in a customer facing IT service environment
- Preious Coordinator experience
- Previous experience using an IT helpdesk ticketing system
- Previous experience of Data Centre environment and or technologies
- Willingness to learn new systems and processes
- Ability to deal with customers in a professional manner
- Ensure that a high level of customer service is provided to all customers
- Excellent communication skills
- Excellent telephone manner
- Competent use of Microsoft Office suite