Helpdesk coordinator

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Daniel Owen work Agency are looking for a help desk coordinator for Addensbrookes Hospital.

Monday – Friday, 08:00am – 17:00pm, 40 hours per week.

We are looking for someone who has an understanding of how help desk works, experience utilising maximo CAFM and understanding of PFI contracts would be desirable but not essential.

The Help Desk Coordinator is responsible for managing and coordinating the daily operations of the IT help desk. This role ensures timely and efficient technical support to end-users, oversees ticketing systems, and acts as the liaison between users and technical support teams. The ideal candidate is organised, customer-focused, and capable of handling multiple tasks in a fast-paced environment.

Key Responsibilities:

Serve as the first point of contact for users seeking technical assistance via phone, email, or help desk ticketing systems.

Monitor and prioritise help desk tickets, ensuring timely resolution and appropriate assignment to technical staff.

Track and report on support metrics (e.g., response times, resolution rates, customer satisfaction).

Maintain the help desk knowledge base, including FAQs, troubleshooting guides, and documentation.

Escalate unresolved issues to higher-level IT staff and follow up to ensure timely resolution.

Coordinate with other IT teams to ensure consistent and effective support practices.

Train and guide new support staff on help desk procedures and tools.

Maintain an inventory of IT equipment and software licenses related to user support.

Provide feedback on recurring issues and recommend improvements to systems or processes.

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