IT Service Desk Dispatcher / Support Ticket Helpdesk Coordinator

Job Description

IT Service Desk Dispatcher / Support Ticket Helpdesk Coordinator

Do you have great time-management, organisational, customer service, administrative and communication skills?

If you do, this job could be for you.

We’re looking for an IT Service Desk Dispatcher / Support Ticket Helpdesk Coordinator who will manage and allocate all incoming IT support requests from clients, ensuring that the work is distributed evenly to Engineers, is completed on time and updates are provided to clients.

This is a crucial role within the IT Support Team, and you’ll act as a central hub for all incoming support requests and will be responsible for ensuring those requests are addressed efficiently and effectively.

This role requires someone who is pro-active, confident and who can prioritise workloads for themselves and the team. You’ll also need to work with a sense of urgency and ensure the Engineers work within agreed timescales to meet service level agreements too. If not, you may need to politely encourage them to get a move on or escalate the support request to a more senior team member.

As the IT Service Desk Dispatcher / Support Ticket Helpdesk Coordinator you will be the first point of contact for initial client support requests (telephone, email and online messaging apps). Once the request is logged and allocated to the Engineer, you will liaise with the Engineer for status updates, keeping the client informed on the job’s progress.

Your responsibilities as the IT Service Desk Dispatcher / Support Ticket Helpdesk Coordinator will also involve liaising with third party companies who may also help out with client support requests.

SALARY: up to £30,000 per annum (Depending on Experience)

LOCATION: Covent Garden, London (WC2E) (This is 100% Office Based. There are NO opportunities to work remotely from home)

JOB TYPE: Full-Time, Permanent

DUTIES

As the IT Service Desk Dispatcher / Support Ticket Helpdesk Coordinator your duties will include:

• Act as the first point of contact for customers support requests and third party companies
• Liaise with customers to determine their support requirements and allocate a priority level (additional training provided)
• Add support tickets to the system and allocate Engineers to resolve
• Monitor the support tickets progress to ensure the Engineer is completing the work within service level agreements
• Keep customers updated on the progress of their support request and manage any enquiries they have
• Monitor team emails and messaging systems, replying or allocating to the appropriate team member to manage
• Produce reports for senior management to review on the service desks performance

CANDIDATE REQUIREMENTS

• If you have previous experience working in a similar service desk based role, then great. If not, the company will consider candidates who are highly organised with great time management, customer service, administrative and communication skills. You’ll also need the ability to hold the Engineers accountable for any work that isn’t completed on time
• Experience with using Windows 10/11 and Microsoft 365 with intermediate Excel skills
• Good problem solving skills
• Excellent written and verbal communication skills
• Exceptional customer service skills
• Ability to multi-task