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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, private medical insurance, and flexible leave 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: Hybrid working model with excellent career development support.
The predicted salary is between 35000 - 45000 £ per year.
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:
- 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.
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 Lincoln employer: MASS Consultants
Contact Detail:
MASS Consultants Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Coordinator in Lincoln
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. 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 researching the company and its culture. Tailor your answers to show how your skills align with their needs, especially around service excellence and team performance.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable talking about your experience and how it relates to the role of Service Desk Coordinator.
✨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 Lincoln
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Service Desk Coordinator. 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: Since this role is all about being technically capable, don’t forget to mention your IT asset management experience and familiarity with ITIL4 or ISO20000. We’re looking for someone who can hit the ground running, 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 keep track of it. Plus, it shows you’re keen on joining our team at MASS!
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 not just interested in the job, but that you understand the technicalities involved.
✨Showcase Your Leadership Skills
Since the role involves leading a support team, be prepared to discuss your previous experiences in team management. Think of examples where you've improved team performance or resolved complex issues. Highlight your proactive approach and how you can bring energy and structure to the team.
✨Communicate Clearly
Strong communication is key in this role. Practice articulating your thoughts clearly and concisely. During the interview, demonstrate your ability to explain technical concepts in simple terms, as this will reflect your capability to build strong relationships with both your team and customers.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This could be about the company culture, ongoing projects, or how they measure success in the service desk team. It shows your genuine interest in the role and helps you assess if it's the right fit for you.