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Service Desk Coordinator

£30,000 - £35,000
London
SG/15779
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£30,000 - £35,000

Barnet, N20

 

Our client is a small but very successful MSP who pride themselves providing an excellent level of customer service to all their clients. They believe training is very important and aim to fill the full potential for all of their staff.

 

Sound interesting? Apply today! 

 

Our client recognise that IT isn’t all about computers – It’s about developing personal relationships and becoming a reliable partner. Their aim is to make their clients’ IT work in the best way for them – and not the other way around! So, you can be sure that when you work for this company you will be working for a reputable and highly rated company who strives to achieve the very best that they can!

 

Now, they are looking for one of their most integral resources…a Service Desk Coordinator. Combining the technical skills of a 2nd Line Engineer with the responsibility of a supervisor, the successful Service Desk Coordinator will take accountability for both the ticket queue and outstanding tickets. Overall, they will ensure that the heart of their business – their service desk – is efficient by maintaining consistent communication with clients and overseeing the work of other Service Desk Engineers.

 

Responsibilities for the Service Desk Coordinator

 

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Working as first point of contact for the clients over the telephone
  • Resolving issues, if possible, straightaway
  • Delegating and arranging ticket allocation for the team when resolution is not immediately possible
  • Overseeing ticket queue and supervising team to update clients or tickets
  • Maintaining efficient communication between team and clients
  • Ensuring processes are fulfilled to the highest level
  • System documentation maintenance and review in ConnectWise and IT Glue
  • Administrative duties as required, covering the service desk to ensure its swift and efficient operation
  • Support of disaster recovery solutions
  • Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets

 

The right person:

 

  • Outstanding communication, both written and verbal
  • A positive, resilient and upbeat attitude
  • Pragmatic approach to supervision
  • Excellent eye for detail
  • Equipped with a strong appreciation of processes, whilst remaining results-oriented

 

Candidates will ideally have experience with the following:

 

  • 2nd line support of: Microsoft Operating Systems, Desktop and Server (including Small Business Server)
  • Active Directory, Hyper-V, Office 365
  • Excellent Microsoft Office application knowledge
  • Network administration (Firewalls, Shares, permissions, configurations, CCNA, etc.)

 

* Hours of work will be between 9am and 6pm Mondays to Fridays

 

Due to the number of CVs we receive we will only be able to contact you if your application is successful. YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.