Service Helpdesk Coordinator in Farnborough, Hampshire

Location: Farnborough, Hampshire, UK

Employment Type: Permanent, Full-Time

Security Clearance: Developed Vetting (DV) - Essential

DXC Technology is seeking a highly skilled Master Scheduler to support delivery across a secure, high-profile client environment. This is a critical role responsible for developing, maintaining, and assuring integrated project and programme schedules, ensuring alignment across multiple workstreams, dependencies, and stakeholders.

At DXC Technology, we are committed to creating an inclusive workplace where everyone can thrive. We actively encourage applications from neurodiverse individuals, women, and other underrepresented groups in technology.

Key Responsibilities

• Lead and manage the IT Service Management (ITSM) Service Desk operation, ensuring the delivery of high-quality IT support services aligned with ITIL best practices.
• Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service improvement.
• Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders.
• Own end-to-end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded.
• Monitor and report on service performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and ticket volumes.
• Manage incident escalation processes to minimise business impact and ensure timely resolution.
• Conduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plans.
• Ensure accurate and timely production of daily, weekly, and monthly operational reports.
• Manage service desk budgets, forecasting costs, and identifying cost optimisation opportunities.
• Oversee vendor and third-party supplier relationships relevant to Service Desk tooling and services.
• Ensure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function.
• Ensure Service Desk operations are aligned with ITIL 4 frameworks, specifically Incident Management, Request Fulfilment, Knowledge Management, Problem Management, and Service Request Management.
• Maintain and improve standard operating procedures (SOPs), work instructions, runbooks, and knowledge articles.
• Drive adoption of ITIL processes across the team, ensuring consistent and repeatable service delivery.
• Support Major Incident Management (MIM) and contribute to Problem Management activities to reduce repeat incidents.
• Champion a customer-first culture across the Service Desk team, embedding customer experience into every interaction.
• Analyse customer feedback (CSAT/NPS) and implement targeted improvements based on insights.
• Build and maintain strong relationships with key business stakeholders through regular engagement.
• Identify, propose, and implement service improvements through data-driven analysis and trend identification.
• Lead, coach, and develop a team of Service Desk Analysts and Team Leads (typically 15-50+ staff).
• Manage workforce planning, shift scheduling, and resource allocation to meet demand across 24/7 or extended hours operations.
• Implement quality assurance frameworks including call monitoring, ticket audits, and coaching programmes.
• Oversee the effective use and configuration of ITSM platforms.
• Drive adoption of self-service portals, knowledge bases, and virtual agent/chatbot technologies.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritises in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.