Helpdesk Coordinator

About the Role

Our client is recruiting a proactive and organized Helpdesk Coordinator to support their operations in Belfast . This hybrid role offers the chance to manage incoming support requests, ensure timely resolution, and contribute to the efficiency of the IT and customer support functions. You will be instrumental in maintaining high levels of service for both internal staff and external clients, acting as a key point of contact for technical and service-related queries. This position combines essential on-site collaboration in Belfast with the flexibility of remote working, promoting a dynamic and effective working culture.

Key Responsibilities

• Log, prioritize, and assign incoming helpdesk tickets to the appropriate support teams.
• Monitor ticket queues to ensure service level agreements (SLAs) are met.
• Communicate effectively with users regarding the status of their support requests.
• Maintain and update the helpdesk knowledge base with solutions and procedures.
• Generate regular reports on helpdesk performance and identify areas for improvement.

Requirements

• Experience in a helpdesk , IT support, or customer service coordination role.
• Strong organizational skills and attention to detail.
• Excellent communication abilities, both written and verbal.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and basic IT principles.
• Ability to manage multiple priorities in a fast-paced environment.

Benefits

• Competitive salary with regular reviews.
• Hybrid work arrangement balancing office and remote duties.
• Comprehensive benefits package including health insurance.
• Opportunities for IT certifications and professional growth.
• A collaborative environment in the heart of Belfast .