Service Desk Coordinator
Salary: £30,000 - £35,000 per annum (DOE)
Location: King's Lynn, Norfolk (Hybrid Working)
Reporting To: Service Desk Team Lead
About Workplace IT:
Workplace IT Technologies provides Co-Managed IT Services and Digital Safeguarding solutions to large Health and Social Care organisations across the UK.
This is not a traditional administration role:
You will be at the centre of a fast-paced service operation, coordinating engineers, managing workloads, communicating with clients and ensuring hundreds of moving parts come together seamlessly.
If you enjoy organisation, problem-solving, communicating with people and making things happen, this could be the perfect opportunity.
The Role:
As a Service Desk Coordinator, you will be responsible for coordinating all change management and provisioning requests across multiple client environments.
You will work closely with clients, engineers, suppliers and internal teams to ensure requests are delivered efficiently, on time and in line with agreed service levels.
No two days are the same.
One minute you may be scheduling an engineer, the next you could be liaising with a supplier, updating a client, resolving a delay or coordinating equipment deliveries across the UK.
This is an ideal role for someone who thrives in a busy environment and enjoys keeping people, projects and processes on track.
Key Responsibilities:
Manage and coordinate change management and provisioning requests.
Monitor multiple client ticket queues simultaneously.
Schedule and allocate work to the Provisioning Team.
Track work through to successful completion.
Ensure agreed Service Level Agreements (SLAs) are achieved.
Monitor engineer workloads and priorities.
Liaise with third-party IT, telecoms and software providers.
Keep clients informed through telephone, email and ticket updates.
Maintain accurate records within our service management platform.
Coordinate deliveries of equipment to client sites throughout the UK.
Manage stock movements into and out of the business.
Produce weekly and monthly operational reports.
Support the Service Desk Team Lead with service coordination activities.
Escalate risks, delays and issues before they impact clients.
About You:
We are looking for somebody who is highly organised, confident and capable of managing multiple priorities simultaneously.
You will ideally have:
Excellent organisational and time management skills.
Strong attention to detail.
The ability to manage multiple competing priorities.
Confidence communicating with clients and colleagues.
A proactive and positive attitude.
Excellent written and verbal communication skills.
Strong Microsoft Office skills, particularly Outlook, Excel and Word.
Experience coordinating schedules, workloads or service requests.
The ability to work effectively in a fast-moving environment.
Whilst not essential, an interest in technology or previous experience within an IT services environment would be advantageous.
What We Offer:
£30,000 - £35,000 basic salary depending on experience.
25 days annual leave plus Bank Holidays.
Contributory NEST pension scheme.
Private Healthcare Plan including health, dental and optical cover.
Personal Learning and Development Plan.
Monthly one-to-one reviews.
Clear progression opportunities.
Collaborative and supportive team culture.
Regular team social events.
Dell laptop, dual monitors, docking station and headset.
Free on-site parking.
Working Pattern:
Monday to Friday.
9:00am to 5:30pm.
One anchor day per week in our King's Lynn office.
Four days working from home.
Additional office days may occasionally be required to support business or client needs.
You must have a suitable home working environment.
Location:
King's Lynn Innovation Centre
King's Lynn
Norfolk
PE30 5BY
Interview Process:
Stage 1: 30-minute Microsoft Teams interview.
Stage 2: 60-minute face-to-face interview in King's Lynn.
Stage 3: Enhanced DBS and Previous Employment Referencing.'
Pay: £30,000.00-£35,000.00 per year
Ability to commute/relocate:
- King's Lynn PE30 5BY: reliably commute or plan to relocate before starting work (required)
Experience:
- Service Coordination Role: 3 years (required)
- Managing Multiple Priorities in a Fast-Paced Environment: 3 years (required)
- Communicating with B2B End Users via Telephone and Email: 3 years (required)
- CRM and Ticket Management System: 3 years (preferred)
- Microsoft 365 (Outlook / Excel): 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
