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- Tasks: Lead the IT service desk, resolving issues and enhancing customer experience.
- Company: Join MASS, a global tech company focused on secure digital services.
- Benefits: Enjoy competitive salary, generous leave, and health insurance options.
- Why this job: Make a real impact in a fast-paced environment while developing your career.
- Qualifications: Proactive attitude and experience in IT service management are essential.
- Other info: Work in a supportive culture with opportunities for growth and innovation.
The predicted salary is between 35000 - 45000 £ per year.
IT Service Desk Coordinator - St Neots or North Hykeham (Lincoln), Hybrid
Salary: £35,000-45,000
- 25 days annual leave inclusive of up to 3 days December shut-down
- Buy or sell up to 5 days annual leave
- Two pension schemes to choose from
- Private Medical Insurance + discounts for additional family members
- Life Assurance scheme up to 4 x salary
- Share Save scheme
- Electric/Hybrid Car leasing scheme
- Cycle to work scheme
- Retail discounts
- Career development support
We are looking for a proactive, technically capable Service Desk Coordinator to join our fast-paced IT Service Management contract. If you enjoy building strong support teams, leading by example, and improving the way tech services are delivered, this could be a great fit.
You will take the lead on one of our key customer-facing support functions, bringing structure, energy, and a drive for service excellence to everything you do. The location is our head office in St Neots, Cambridgeshire (PE19 6BN).
How you will support us:
You will be the go-to person for all things related to the IT service desk, taking the lead in handling enquiries, resolving issues, and keeping everything running smoothly. The focus is on building strong relationships and delivering a great customer experience through clear communication and a well-managed, responsive service desk. You will also make sure the systems stay reliable, secure, and robust, supporting our teams day in and day out.
Skills required for the role:
Essential:- Contribute to the advancement of service management practices
- Responsible for IT asset management
- Responsible for supporting team performance in accordance with agreed-upon SLAs and KPIs
- Responsible for producing the system's management information
- Day to day administration of the Service Desk (adhering to SLAs), monitoring incidents, requests, and problems
- Facilitate resolution of complex support issues by using one's own expertise or coordinating the appropriate team/s or persons to be available to resolve
- Compile service desk management information and report against SLAs, KPIs and trend analysis
- Analyse management information to identify areas for improvement for the Service Desk team
- Identify and support continuous service improvement initiatives
- Support in ensuring the Service Desk and its delivery is always aligned with best practice (ITIL4, ISO20000)
- Comply with Company policies and procedures, including the MMS
Our non-negotiables:
Due to the highly secure nature of the projects that you will be involved with, you must be:
- A UK National and eligible to work in the UK
- Eligible to obtain and maintain a UK Government Security Check (SC) level security clearance
Who is MASS?
MASS is an independent, global technology company, trusted by highly-secure organisations to provide advanced, digital services that manage data and keep information safe. With our heritage in defence, we offer robust solutions to sectors where security expertise is essential. We work in partnership with customers, using skilled, technical experts. We think innovatively to provide tailored, agile and resilient solutions that secure advantage, so you are ready for digital transformation. MASS is an equal opportunities employer; we know that our people are smart, skilled and motivated and in return we provide a friendly workplace where everyone is valued and has the chance to make an impact. Apply today to see how working for MASS could work for you!
Service Desk Coordinator in Grantham employer: MASS Consultants
Contact Detail:
MASS Consultants Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Coordinator in Grantham
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Service Desk Coordinator role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to IT service management. Think about how you can showcase your experience with SLAs and KPIs. We want you to shine when it comes to demonstrating your skills!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for openings at MASS, where you can find roles that match your skills and aspirations perfectly.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s a great chance to reiterate why you’re the perfect fit for the Service Desk Coordinator position.
We think you need these skills to ace Service Desk Coordinator in Grantham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Coordinator role. Highlight your experience in IT service management and any relevant skills that match the job description. We want to see how you can bring structure and energy to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've improved service delivery or built strong support teams in the past. We love a good story!
Showcase Your Technical Skills: Don’t forget to highlight your technical capabilities! Mention any experience with ITIL4, ISO20000, or other relevant frameworks. We’re looking for someone who can keep our systems reliable and secure, so let us know what you’ve got!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get you into our system quickly. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at MASS Consultants
✨Know Your Stuff
Make sure you brush up on IT service management practices, especially ITIL4 and ISO20000. Familiarise yourself with common service desk tools and processes, as well as the specific SLAs and KPIs relevant to the role. This will show that you're proactive and technically capable.
✨Showcase Your Leadership Skills
Since the role involves leading a support team, be ready to discuss your experience in building strong teams and improving service delivery. Prepare examples of how you've led by example in previous roles, and how you’ve contributed to team performance.
✨Communicate Clearly
Strong communication is key for this position. Practice articulating your thoughts clearly and concisely. Think about how you would explain complex technical issues to non-technical stakeholders, as this will demonstrate your ability to deliver a great customer experience.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think of past experiences where you resolved complex support issues or improved service desk operations. Be ready to discuss the steps you took and the outcomes achieved.