At a Glance
- 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.
- Other info: This is a full-time, office-based role with no remote work options.
- 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.
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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StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Dispatcher / Support Ticket Helpdesk Coordinator in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AWD online. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AWD online before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace IT Service Desk Dispatcher / Support Ticket Helpdesk Coordinator in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AWD online:Your cover letter is your chance to shine! Tell us why you want to work at AWD online specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AWD online!
How to prepare for a job interview at AWD online
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
