Service Desk Coordinator

Job Description

The role: Help Desk Coordinator

Location: Hemel Hempstead

Parking: Available on site

Hours: 8:30 am - 5:30 pm (Monday to Friday)

Hybrid Working

Rate: £12.60ph + Holiday pay

Salary (if offered permanently): £26k + 1.5k annual bonus (this is not guaranteed)

You will be starting an ongoing temporary contract, this should be around 3 months

About the role: What you'll be doing:

1. Manage tickets by raising, updating, prioritising, and escalating within SLA lead times, and ensure accurate updates in the ticketing system
2. Direct tickets to the appropriate departments efficiently & discuss potential fix outcomes with teams
3. Act as the primary contact for reported faults
4. Build and maintain strong relationships with maintenance engineers and internal teams
5. Prepare and send out daily reports, including managing the planned downtime list
6. Promptly and effectively respond to queries from other departments and manage expectations
7. Verify issues by checking CCTV when necessary
8. Continuously update documentation throughout the day

Please note, this is not a call centre or IT support role. You'll predominantly be responding to queries and allocating works via email and our ticketing software.

What we need from you:

1. Highly organised and process oriented
2. Proven ability to manage multiple priorities
3. Brilliant customer service skills
4. Excellent written and verbal communication
5. Effective time management with high attention to detail
6. Great critical thinking and problem-solving skills

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