At a Glance
- Tasks: Manage help desk tickets and ensure timely resolutions for clients.
- Company: Join SPOR Group, a leader in innovative AV solutions.
- Benefits: Gain valuable experience in a fast-paced environment with growth opportunities.
- Other info: Dynamic workplace with a focus on continuous improvement and customer satisfaction.
- Why this job: Be part of a team that delivers cutting-edge technology and enhances client experiences.
- Qualifications: Experience in help desk roles and knowledge of ZOHO Desk required.
The predicted salary is between 30000 - 40000 £ per year.
Reports to: Head of Operations
Company: SPOR Group
Location: London, United Kingdom
About SPOR Group:
SPOR Group is a leading provider of Audio-Visual (AV) integration solutions, serving a diverse range of global clients. With a commitment to innovation and excellence, SPOR Group delivers cutting-edge AV technology solutions tailored to meet the unique needs of each client.
Position Overview: We are seeking a dedicated and proactive Help Desk Coordinator with in-depth knowledge of ZOHO desk to join our team at our London headquarters. The Help Desk Coordinator will play a pivotal role in ensuring the efficient management and resolution of tickets raised to our help desk, thereby contributing to the seamless delivery of AV solutions to our valued clients.
Responsibilities:
- Ticket Management: Serve as the primary point of contact for all incoming tickets raised to the help desk, ensuring timely and accurate logging of incidents and service requests.
- Prioritisation and Triage: Assess the urgency and impact of each ticket, prioritise accordingly, and escalate critical issues to the appropriate teams for resolution within predefined SLAs.
- Communication: Maintain regular communication with clients and internal stakeholders to provide updates on ticket status, troubleshoot issues, and ensure a high level of customer satisfaction.
- Resolution Coordination: Coordinate with technical teams to facilitate the timely resolution of tickets, ensuring adherence to service level agreements (SLAs) and quality standards.
- Documentation: Maintain comprehensive documentation of tickets, resolutions, and troubleshooting steps, ensuring accuracy and completeness for future reference.
- Continuous Improvement: Identify opportunities for process optimisation and service improvement within the help desk function and collaborate with relevant teams to implement enhancements.
- Training and Support: Provide guidance and support to end-users on utilising AV technology effectively, troubleshooting common issues, and maximising system performance.
Qualifications:
- Prior experience in a help desk or technical support role.
- Eligible to work in the UK - required.
- ZOHO Desk experience/knowledge core qualification.
- Strong communication skills, with the ability to effectively interact with clients and internal stakeholders at all levels.
- Excellent organisational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
- Proficiency in ticketing systems and ITIL best practices is highly desirable.
- A proactive and customer-centric approach to problem-solving, with a commitment to delivering exceptional service.
Join our dynamic team at SPOR Group and play a pivotal role in delivering cutting-edge audio-visual solutions that captivate audiences and elevate experiences. If you have a passion for AV technology and a drive for excellence, we invite you to apply today!
Help Desk Coordinator in London employer: SPOR Group
At SPOR Group, we pride ourselves on fostering a collaborative and innovative work environment where every team member is valued. Located in the vibrant city of London, our Help Desk Coordinator role offers not only competitive benefits but also ample opportunities for professional growth and development within the dynamic field of audio-visual technology. Join us to be part of a forward-thinking company that prioritises employee satisfaction and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Coordinator in London
✨Tip Number 1
Network like a pro! Reach out to people in the AV industry, especially those at SPOR Group. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by brushing up on ZOHO Desk and ticket management processes. Show us you know your stuff and can hit the ground running!
✨Tip Number 3
Practice your communication skills. As a Help Desk Coordinator, you'll need to keep clients and teams updated. Role-play with a friend to nail down your delivery.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Help Desk Coordinator in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Help Desk Coordinator role. Highlight your experience with ZOHO Desk and any relevant technical support roles you've had. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about AV technology and how you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Communication Skills:Since communication is key in this role, make sure your application reflects your strong communication skills. Whether it's through your writing style or how you present your experiences, let us see your ability to connect with clients and colleagues.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at SPOR Group
✨Know Your ZOHO Desk Inside Out
Since the role requires in-depth knowledge of ZOHO Desk, make sure you brush up on its features and functionalities. Familiarise yourself with ticket management processes, prioritisation techniques, and how to effectively communicate updates through the platform.
✨Show Off Your Communication Skills
As a Help Desk Coordinator, communication is key. Prepare examples of how you've successfully interacted with clients and internal teams in the past. Think about times when you resolved issues or improved customer satisfaction through effective communication.
✨Demonstrate Your Problem-Solving Skills
Be ready to discuss specific instances where you've tackled challenging technical issues. Highlight your proactive approach to problem-solving and how you’ve contributed to process improvements in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to prioritise and triage tickets. Practice articulating your thought process on how you would handle urgent requests versus less critical ones, ensuring you align with the company's service level agreements.
