Help Drive High-Quality IT Service Delivery in a Hybrid Role
Are you a proactive administrator or coordinator with a passion for tech and strong organisational skills? Join our dynamic IT Service Desk team as an IT Support Coordinator and become a key player in delivering exceptional service to our valued clients.
This role is perfect for someone who thrives in a fast-paced, detail-oriented environment and enjoys being the operational backbone of a busy service team.
Key Responsibilities
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Support the Service Desk Team Leader in delivering excellent client service.
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Manage ticket allocation through ConnectWise Manage, ensuring timely responses.
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Monitor SLAs, redistribute workload, and flag any at-risk tickets.
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Reassign tickets during staff absences to maintain team performance.
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Maintain detailed ticket documentation (open and closed).
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Communicate with end users about delays and rescheduling as needed.
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Track multiple boards (internal and client-specific) and ensure performance standards are met.
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Collaborate with the Client Success Manager to review failed tickets and identify root causes.
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Assist with reporting on ticket volume, trends, and team performance.
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Step in to provide cover for fellow coordinators when required.
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Champion and contribute to ongoing process and service improvements.
What We’re Looking For
Experience:
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Minimum 3 years in an administration or coordination role (essential).
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Familiarity with Microsoft Office 365 (Outlook & Excel) and service ticketing or CRM systems (essential).
Skills & Traits:
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Strong attention to detail and risk awareness.
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Ability to stay calm under pressure in a fast-moving environment.
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Confident communicator with internal teams and external clients.
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Customer-first mindset with a focus on service quality.
Working Style
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Hybrid Working: 3 days in-office (King’s Lynn), 2 days WFH (post-training).
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Office-based days required for special events or team collaboration.
Please note: To qualify for home working, you must have a quiet, private, and safe workspace free from distractions.
Salary & Benefits
Salary: £27,000 – £30,000 per annum (depending on experience)
Benefits:
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25 days holiday + UK bank holidays
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Contributory pension scheme
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Private healthcare, dental and eye care
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Personal learning & development programme
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Dell laptop, dual monitors, docking station, headset, keyboard & mouse
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Modern hot-desk office with free on-site parking
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Casual dress, regular team socials, supportive team culture
How to Apply
Location Requirement: You must be able to reliably commute to King’s Lynn (PE30 5BY) or plan to relocate prior to starting.
Eligibility: Must have the right to work in the UK (no sponsorship available).
APPLY