Are you a highly organised and proactive coordinator who thrives on keeping support services running smoothly and wants to make a real difference in the lives of people with a learning disability?
Digital, Data & Technology (DDaT) enables Mencap to deliver safe, reliable and effective services for people with a learning disability. Colleagues across the organisation rely on digital technology to access systems, communicate with each other and support the delivery of services.
The Help Desk Squad provides frontline technology support to colleagues across Mencap. The team acts as the primary point of contact for technology issues and service requests and plays a critical role in ensuring colleagues receive reliable and responsive digital support.
We are recruiting for Help Desk Service Coordinators on a full time (37.5 hours per week), permanent basis.
Regular onsite presence is expected in either the London or Peterborough office to support the coordination of the Help Desk, including managing demand, supporting colleagues and ensuring effective day-to-day service operations.
As the Help Desk Service Coordinator, you will be at the heart of day-to-day operations, ensuring the support service runs smoothly and efficiently for colleagues across the organisation. You will take ownership of incoming demand, overseeing support queues and ticket volumes while making sure that incidents and service requests are triaged, prioritised and directed to the right teams at the right time.
Working closely with Help Desk Analysts, Senior Analysts and the Incident Manager, you will play a central role in coordinating workflow, balancing workloads and ensuring that the team can respond quickly and effectively. You will make sure that every ticket is clearly documented with the right level of detail, enabling faster resolution and a consistently high standard of support.
A key part of your role will be identifying and responding to priority issues. You will recognise when incidents require escalation and ensure they are quickly routed to the appropriate technical specialists, whether that’s infrastructure engineers, application experts or other teams within Digital, Data & Technology. You will also help coordinate responses to operational incidents, supporting a calm and structured approach when issues impact colleagues.
Beyond immediate coordination, you will help maintain strong operational standards across the Help Desk. You will ensure that processes are followed, service requests are handled consistently, and ways of working remain effective and fit for purpose. By monitoring patterns and trends in incidents and requests, you will provide valuable insight into service demand, helping to highlight recurring issues and opportunities to improve the overall digital experience.
Throughout, you will work closely with the Help Desk Squad Lead to maintain service performance and ensure targets are met, playing a vital role in delivering a reliable, responsive and high-quality support service.
Do you have the skills and experience
- Experience working within a technology support or service desk environment.
- Operational management of the Help Desk queue, ensuring incidents and service requests are prioritised, triaged and routed effectively to for Help Desk Analysts and Senior Help Desk Analysts, and ensuring the tickets have sufficient and accurate information.
- Working with closely with squad-aligned teams to ensure effective handover and progression of tickets requiring further resolution, ensuring optimal use of team capacity
- Understanding of IT service management practices such as incident management and service request fulfilment.
- Strong organisational skills and the ability to manage multiple support requests and operational priorities and working collaboratively with technical teams and support staff
- Strong attention to detail and the ability to ensure incidents contain accurate and useful information for resolution.
- Strong communication skills and the ability to provide clear updates to colleagues and support teams.
- A commitment to Mencap’s values and a desire to support the organisation’s mission to improve the lives of people with a learning disability.
This role will close on the 21st August, and interviews will take place from w/c 31st August and 7th September.
ID - 36379
Our benefits package offers 32 days of paid holiday (including bank holidays, pro rata), along with a range of perks such as discounts at leading high-street retailers, access to health cash plans, interest-free loans, and many more exciting offerings.
We're here to support people with a learning disability, their families and their carers. We fight for a kinder, fairer and more inclusive society for people with a learning disability to live in.
At Mencap, everyone works with people with a learning disability either providing support or advice, or alongside one another as colleagues.
We have Belonging network groups that meet online and are open to all colleagues. The groups include people who identify as Black and Asian, LGBTQIA+, disabled or with a long- term health condition, women, parents and carers, and their allies.
We want to encourage everyone to apply to work at Mencap and we offer a variety of different contract types and working patterns. We’re not looking for specific experience. It is your personality and values that will make you a great colleague. We will train and develop you to succeed in the role you’re applying for.
