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Information Technology Support Coordinator
3 months ago
IT Support Coordinator required for my Reading based client.
This is a permanent / office-based role where you will need to drive.
Salary £28-32k
This is an ideal role for an experienced IT Support Technician who is looking to move into a Coordinator type role. This role will still involve an aspect of IT support.
You will play a crucial role in providing support to all IT Engineers, assisting with triaging incoming requests, scheduling tickets, and ensuring efficient ticket management.
Main Responsibilities
• Support Coordination:
• Oversee the ticketing system, ensuring all tickets are accurately logged, categorised, and assigned to the appropriate team members.
• Triaging new incoming requests.
• Monitor ticket progress and ensure SLAs (Service Level Agreements) are met.
• Coordinate and manage the support desk team’s schedules and workload.
• Facilitate communication and collaboration within the team to ensure efficient handling of support requests.
• Schedule housekeeping visits for customers with appropriate contacts.
Day-to-Day Activities
• Request Management:
• Triaging new incoming requests and assigning them appropriately, following up for more details with the client if needed.
• Merge requests into the same ticket if a new request is logged for an existing issue.
• Monitor scheduled tickets and ensure Support Technicians are informed about the request in advance.
• Communicate with technicians to ensure they can complete the tickets assigned to them within SLA response time.
• Ensure new requests are logged with the required information using ticket templates (where applicable).
• Work with the Support Desk Manager to ensure that there is cover for coordination activities during extended breaks (lunch, etc).
Skills and Qualifications
• Proven experience and understanding of the Microsoft 365 environment to enable user configuration and deployment of applications.
• Strong understanding of Management of Group Policy, Printers, Active Directory, Microsoft 365.
• Ability to manage and prioritise your own workload while working as part of a team to achieve joint goals.
• Excellent customer service and communication skills.
• Strong ticket handling ability, including detailed note recording.
• Good documentation skills.
• Networking protocols knowledge is beneficial.