[Demo] Systems Support Coordinator in Kensington

Job Title: System Support Coordinator

Location: [Insert location / Hybrid / Remote]

Department: [Insert team]

Reports to: [Insert role]

Role Overview

The System Support Coordinator is the first line of support for system-related questions and issues across the organisation. This role focuses on keeping day-to-day systems running smoothly by responding to requests, troubleshooting issues, coordinating fixes, and ensuring users have the guidance they need to work effectively.

It’s a role for someone who enjoys solving problems, staying organised, and being the steady point of contact when systems don’t behave as expected.

Key Responsibilities

Act as the primary contact for system-related support requests

Log, prioritise, and manage support tickets through to resolution

Troubleshoot system issues and provide timely, clear responses to users

Escalate complex issues to internal teams or external vendors as required

Coordinate system updates, fixes, and maintenance activities

Maintain accurate system documentation and user guides

Support onboarding and offboarding processes related to system access

Monitor recurring issues and identify opportunities for process or system improvements

Communicate system outages, changes, or known issues clearly to stakeholders

Skills & Experience

Experience in a system support, IT support, or coordination role

Strong problem-solving and troubleshooting skills

Clear written and verbal communication skills

Ability to manage multiple requests and priorities effectively

High attention to detail and documentation accuracy

Comfortable working with ticketing systems and business software platforms

Ability to work independently while collaborating with cross-functional teams

Desirable (But Not Essential)

Experience supporting HR, payroll, or business management systems

Familiarity with SaaS platforms and integrations

Basic understanding of system configuration and user permissions

Personal Attributes

Calm under pressure and solutions-focused

Organised and reliable

Patient and user-oriented

Comfortable explaining technical concepts in plain language

What Success Looks Like in This Role

Support requests are handled efficiently and professionally

System issues are resolved or escalated without unnecessary delays

Users feel supported and informed, even when fixes take time

System knowledge is well-documented and easy to access