Helpdesk Coordinator

• Location: Hook, Hampshire
• Salary: Up to £32,000 per annum
• Job Type: Full-time, Permanent
• Hours: Monday to Friday, 9:00am - 5:00pm

Join a thriving IT support business at the heart of service delivery. We are seeking a proactive and organised Helpdesk Coordinator to join our well-established IT field services organisation based in Hook. This role is crucial in supporting customers across the UK by coordinating engineers, managing service requests, and ensuring a first-class support experience.

Day-to-day of the role:

• Coordinate approximately 13 field engineers and subcontractors to ensure optimal resource utilisation.
• Schedule field service visits in accordance with customer SLAs and appointment commitments.
• Serve as the first point of contact for customers via telephone and email.
• Log service requests and fault reports into the company's bespoke ticketing system.
• Check support contract entitlements and create accurate service tickets.
• Coordinate the movement of parts, equipment, and logistics required for service visits.
• Monitor site access arrangements and ensure engineers have all necessary information before attending site.
• Liaise with customers, engineers, and technical teams to provide updates and ensure timely resolution of issues.
• Manage dispatches throughout the UK and internationally via a subcontractor network.
• Maintain visibility across all open service activities and ensure excellent customer communication.

Required Skills & Qualifications:

• Experience coordinating engineers, field-based staff, or service activities.
• Strong administration and organisational skills.
• Excellent telephone and email communication abilities.
• A customer-focused approach with the confidence to build relationships at all levels.
• Ability to prioritise multiple tasks in a busy and changing environment.
• Strong attention to detail and problem-solving skills.
• Experience using CRM, ERP, or service management systems.
• Competent Microsoft Office skills.
• Previous experience in IT, technology, engineering, facilities management, or technical service environment is advantageous but not essential.

Benefits:

• Competitive salary up to £32,000 per annum.
• Full training provided on the company's bespoke ERP and ticketing platform.
• Opportunity to join a supportive and growing business.
• Genuine handover period with the current postholder.
• Stable, long-term position with significant responsibility and autonomy.
• Free onsite parking.
• Monday to Friday working pattern with no weekend requirement.

To apply for this Helpdesk Coordinator position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.