Helpdesk Coordinator

About the Role

Our client is seeking an organized and efficient Helpdesk Coordinator to manage and streamline their support operations in Norwich, Norfolk, UK . This role is vital for ensuring the smooth functioning of the helpdesk, coordinating support activities, and facilitating communication between users and technical teams. You will be responsible for ticket management, scheduling, and ensuring that all support requests are addressed in a timely and effective manner. We are looking for a proactive individual with excellent organizational skills, strong communication abilities, and a keen understanding of helpdesk processes. This hybrid role allows for a balance of in-office collaboration and remote work flexibility.

Key Responsibilities

• Manage incoming helpdesk tickets, prioritizing and assigning them to appropriate technicians.
• Monitor ticket queues and ensure timely resolution of issues.
• Schedule support activities, including on-site visits and remote assistance sessions.
• Maintain the helpdesk knowledge base and update documentation regularly.
• Communicate with end-users regarding ticket status and resolution updates.
• Generate reports on helpdesk performance metrics and trends.

Requirements

• Previous experience in a helpdesk, coordination, or administrative role.
• Proficiency with helpdesk ticketing systems and CRM software.
• Excellent organizational and multitasking skills.
• Strong communication and interpersonal abilities.
• Ability to manage workload effectively in a hybrid work environment.
• Basic understanding of IT support concepts is beneficial.

Benefits

• Competitive salary with regular performance reviews.
• Flexible hybrid work arrangement to promote work-life balance.
• Opportunities for professional development and upskilling.
• Comprehensive benefits package including pension and health coverage.
• A positive and collaborative work environment.