Helpdesk Co-Ordinator
HybridHemel Hempstead, England, United Kingdom
Job Summary
Manage tickets by raising, updating, prioritising, and escalating within SLA lead times to ensure accurate updates in the ticketing system. Direct tickets to appropriate departments, discuss fix outcomes, and act as the primary contact for reported faults affecting the locker network. Build relationships with maintenance engineers while verifying issues via CCTV and auditing newly added lockers for compliance. Prepare daily reports, manage planned downtime lists, and monitor locker capacity to meet customer demands. Respond to queries from other departments, manage expectations, and continuously update documentation throughout the day.
Required Qualifications
- Highly organised and process oriented
- Proven ability to manage multiple priorities
- Brilliant customer service skills and approach to issue resolution
- Excellent written and verbal communication
- Effective time management with high attention to detail
- Great critical thinking and problem-solving skills
- Ability to express initiative and take ownership of tasks
- Experience using a ticketing system (e.g. JIRA, EAM, ServiceNow) to log, manage and allocate issues will be highly advantageous
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.