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- Tasks: Manage and allocate IT support requests, ensuring timely updates to clients.
- Company: Join a dynamic IT Support Team in Covent Garden, London.
- Benefits: Competitive salary up to £30,000 and a vibrant office environment.
- Why this job: Be the central hub for client support, enhancing your organisational and communication skills.
- Qualifications: Great time management, customer service skills, and familiarity with Windows 10/11 and Microsoft 365.
- Other info: This is a full-time, office-based role with no remote work options.
The predicted salary is between 21600 - 36000 £ per year.
Do you have great time-management, organisational, customer service, administrative and communication skills? If you do, this job could be for you.
We’re looking for an IT Service Desk Dispatcher / Support Ticket Helpdesk Coordinator who will manage and allocate all incoming IT support requests from clients, ensuring that the work is distributed evenly to Engineers, is completed on time and updates are provided to clients. This is a crucial role within the IT Support Team, and you’ll act as a central hub for all incoming support requests and will be responsible for ensuring those requests are addressed efficiently and effectively.
This role requires someone who is pro-active, confident and who can prioritise workloads for themselves and the team. You’ll also need to work with a sense of urgency and ensure the Engineers work within agreed timescales to meet service level agreements too. If not, you may need to politely encourage them to get a move on or escalate the support request to a more senior team member.
As the IT Service Desk Dispatcher / Support Ticket Helpdesk Coordinator you will be the first point of contact for initial client support requests (telephone, email and online messaging apps). Once the request is logged and allocated to the Engineer, you will liaise with the Engineer for status updates, keeping the client informed on the job’s progress.
Your responsibilities will also involve liaising with third party companies who may also help out with client support requests.
SALARY: up to £30,000 per annum (Depending on Experience)
LOCATION: Covent Garden, London (WC2E) (This is 100% Office Based. There are NO opportunities to work remotely from home)
JOB TYPE: Full-Time, Permanent
DUTIES
- Act as the first point of contact for customers support requests and third party companies
- Liaise with customers to determine their support requirements and allocate a priority level (additional training provided)
- Add support tickets to the system and allocate Engineers to resolve
- Monitor the support tickets progress to ensure the Engineer is completing the work within service level agreements
- Keep customers updated on the progress of their support request and manage any enquiries they have
- Monitor team emails and messaging systems, replying or allocating to the appropriate team member to manage
- Produce reports for senior management to review on the service desks performance
CANDIDATE REQUIREMENTS
If you have previous experience working in a similar service desk based role, then great. If not, the company will consider candidates who are highly organised with great time management, customer service, administrative and communication skills. You’ll also need the ability to hold the Engineers accountable for any work that isn’t completed on time.
Experience with using Windows 10/11 and Microsoft 365 with intermediate Excel skills
Good problem solving skills
Excellent written and verbal communication skills
Exceptional customer service skills
Ability to multi-task
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P13527
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Contact Detail:
AWD online Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Dispatcher / Support Ticket Helpdesk Coordinator
✨Tip Number 1
Familiarise yourself with common IT support ticketing systems. Knowing how these platforms work will give you an edge during the interview, as you'll be able to discuss your understanding of the processes involved in managing and allocating support requests.
✨Tip Number 2
Brush up on your communication skills, especially in a customer service context. Practice explaining technical issues in simple terms, as this will be crucial when liaising with clients and Engineers.
✨Tip Number 3
Demonstrate your organisational skills by preparing examples of how you've effectively managed multiple tasks or priorities in previous roles. This will show that you can handle the fast-paced environment of an IT Service Desk.
✨Tip Number 4
Research the company culture and values of StudySmarter. Being able to align your personal values with those of the company can make a strong impression during your interview and show that you're a good fit for the team.
We think you need these skills to ace IT Service Desk Dispatcher / Support Ticket Helpdesk Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the job description. Emphasise your organisational, customer service, and communication skills, as these are crucial for the IT Service Desk Dispatcher role.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the position. Mention specific examples of how you've successfully managed support requests or worked in a team environment, demonstrating your ability to prioritise and communicate effectively.
Highlight Technical Skills: Since the role requires familiarity with Windows 10/11 and Microsoft 365, ensure you mention any relevant technical skills or experiences. If you have intermediate Excel skills, provide examples of how you've used them in previous roles.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for this role.
How to prepare for a job interview at AWD online
✨Showcase Your Organisational Skills
As an IT Service Desk Dispatcher, you'll need to demonstrate your ability to manage multiple tasks efficiently. Prepare examples from your past experiences where you successfully prioritised workloads and managed time effectively.
✨Communicate Clearly and Confidently
Since this role involves liaising with clients and engineers, practice clear and concise communication. Be ready to discuss how you've handled customer inquiries or escalated issues in previous roles.
✨Familiarise Yourself with Relevant Tools
Brush up on your knowledge of Windows 10/11 and Microsoft 365, especially Excel. If you have experience with ticketing systems, be prepared to discuss how you've used them to track and manage support requests.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've resolved issues under pressure. Highlight your problem-solving skills and how you ensured that tasks were completed within service level agreements.
