Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Oversee service desk workflow and ensure IT support requests are handled efficiently.
- Company: Join a dynamic team at a leading tech company focused on customer satisfaction.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for professional growth.
- Why this job: Be the go-to person for project coordination and make a real difference in customer service.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
- Other info: Great chance to develop your career in a fast-paced, supportive environment.
The predicted salary is between 28800 - 43200 £ per year.
The Service Desk Coordinator (SDC) is responsible for overseeing the service desk workflow, managing ticket workflows and ensuring that all IT support requests are handled promptly and efficiently. This role involves maintaining high levels of efficiency within the service desk and ensuring adherence to service level agreements (SLAs). The SDC is a key point of contact for any Partner Care queries and a central point of contact for the coordination of Projects.
- Ticket Management: Oversee dispatch to ensure all incidents, service requests, and inquiries are logged, tracked, and resolved in a timely manner.
- Coordination: Act as a point of contact for any dispatch queries in Partner Care/Quick Fix and ensure successful resolution.
- Reporting: Generate and analyze reports on service desk performance, including key metrics like response times, resolution rates, and customer satisfaction scores.
- Process Improvement: Identify opportunities to improve service desk processes and procedures to enhance service quality and efficiency.
- Customer Service: Maintain a high level of customer satisfaction by providing timely, accurate, and professional support.
- Documentation: Maintain up-to-date documentation of service desk processes, knowledge base articles, and user guides.
- Absence cover: Act as cover for Service Delivery Coordinator as and when required.
- BrightGauge development and maintenance: As required.
- Monitoring of statistics: Development of boards and gauges for statistical purposes.
- Project Coordination: Managing initial communication and setting expectations with the client before the Project Manager becomes involved; managing Project Kick off and wrap up meetings, facilitating both; being an accessible point of contact for the client for regular updates; close monitoring of project status; closing of projects to ensure timely billing; allocation of projects.
- Operations Development: Assisting the operations team and Service Desk Manager in procedure development and implementation; testing and implementation of procedures; management of number porting and associated requirements within projects and under 10 hours installations.
Location: Monkton Business Park, Hebburn, NE31 2EX
Service Desk Coordinator in London employer: ITC Service Ltd
Contact Detail:
ITC Service Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Coordinator in London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to service desk coordination. Think about how you’d handle ticket management or improve processes. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your experience in managing service desk workflows and improving customer satisfaction. This will set you apart from the crowd.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Desk Coordinator in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience that matches the Service Desk Coordinator role. We want to see how your skills align with ticket management, customer service, and process improvement.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how you can contribute to our team. Don’t forget to mention your experience with reporting and project coordination.
Showcase Your Customer Service Skills: As a Service Desk Coordinator, customer satisfaction is key. In your application, share examples of how you've maintained high levels of customer service in previous roles. We love to see real-life stories!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and we can’t wait to see your application come through!
How to prepare for a job interview at ITC Service Ltd
✨Know Your Ticket Management
Familiarise yourself with ticket management systems and workflows. Be ready to discuss how you would oversee dispatching and ensure timely resolution of IT support requests. Highlight any experience you have with SLAs and how you've maintained efficiency in previous roles.
✨Showcase Your Coordination Skills
Prepare examples of how you've acted as a point of contact in past roles. Think about times when you successfully managed communication between teams or clients, especially during project kick-offs or wrap-ups. This will demonstrate your ability to coordinate effectively.
✨Emphasise Process Improvement
Be ready to talk about specific instances where you've identified opportunities for process improvement. Discuss any changes you implemented that enhanced service quality or efficiency, and how you measured their success. This shows your proactive approach to problem-solving.
✨Customer Service is Key
Prepare to discuss your approach to maintaining high levels of customer satisfaction. Share examples of how you've provided timely and professional support in the past. Remember, the role involves being a central point of contact, so showcasing your customer service skills is crucial.
