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IT Service Desk Coordinator
1 week ago
Tektalent is partnering with a leading IT solutions provider to recruit a talented individual for the position of Service Desk Coordinator.
This is a permanent role that offers the rare opportunity to get your foot into the door of a market-leading IT business where there is clear progression for growth within the technical teams.
The purpose of this role is to oversee daily employee interactions with customers, with oversight of both ticket triage and ticket allocation. The successful candidate will be responsible for:
- Designing and implementing process improvements for the service desk
- Handling Level 1/2 technical incidents and service requests
- Assisting the Service Desk Manager with Problem/Change/Escalation workflow
- Oversight of staff queues
- Ensuring escalations are working as intended
- Monitoring triage efficiency
- Reporting on allocation trends and problem areas in team meetings
- Scheduling and allocating jobs
Key Responsibilities:
To succeed in this role, you will need:
- A solid understanding of ITIL Service Management concepts
- Experience with customer service
- Administrative experience
- Coordinating resources and being highly organized
- A solid understanding of a service desk environment
- Desirable: experience in an IT environment, level 1 support, technical experience with Microsoft 365 and ticketing systems
About Our Client
Tektalent's flagship client is a leading IT solutions provider that offers industry-leading customer service and technical advice across many verticals. They provide a culture that prioritizes employee growth and career progression, investing in their employees' success in this role.
This is a unique opportunity to join a close-knit and friendly team that values innovation and growth. With experienced 40% year-on-year growth, our client offers a dynamic work environment with opportunities for professional development.
