IT Support Coordinator

IT Support Coordinator required for my Reading based client.

This is a permanent / office-based role where you will need to drive.

Salary £28-32k

This is an ideal role for an experienced IT Support Technician who is looking to move into a Coordinator type role. This role will still involve an aspect of IT support.

You will play a crucial role in providing support to all IT Engineers, assisting with triaging incoming requests, scheduling tickets, and ensuring efficient ticket management.

Main Responsibilities

• Support Coordination:

• Oversee the ticketing system, ensuring all tickets are accurately logged, categorised, and assigned to the appropriate team members.

• Triaging new incoming requests.

• Monitor ticket progress and ensure SLAs (Service Level Agreements) are met.

• Coordinate and manage the support desk team’s schedules and workload.

• Facilitate communication and collaboration within the team to ensure efficient handling of support requests.

• Schedule housekeeping visits for customers with appropriate contacts.

Day-to-Day Activities

• Request Management:

• Triaging new incoming requests and assigning them appropriately, following up for more details with the client if needed.

• Merge requests into the same ticket if a new request is logged for an existing issue.

• Monitor scheduled tickets and ensure Support Technicians are informed about the request in advance.

• Communicate with technicians to ensure they can complete the tickets assigned to them within SLA response time.

• Ensure new requests are logged with the required information using ticket templates (where applicable).

• Work with the Support Desk Manager to ensure that there is cover for coordination activities during extended breaks (lunch, etc).

Skills and Qualifications

• Proven experience and understanding of the Microsoft 365 environment to enable user configuration and deployment of applications.

• Strong understanding of Management of Group Policy, Printers, Active Directory, Microsoft 365.

• Ability to manage and prioritise your own workload while working as part of a team to achieve joint goals.

• Excellent customer service and communication skills.

• Strong ticket handling ability, including detailed note recording.

• Good documentation skills.

• Networking protocols knowledge is beneficial.