About the Role:

As a Helpdesk Coordinator, you’ll be the first point of contact for all technical support queries—diagnosing issues, raising tickets, and ensuring problems are resolved or escalated efficiently. You’ll work closely with engineers, vendors, and internal teams to deliver exceptional service in a collaborative setting.

This is a temporary-to-permanent position.

Key Responsibilities:

• Be the first point of contact for technical issues 
• Ticket management - raising, updating and prioritising/escalating tickets within service level agreement lead time
• Identify and diagnosing issues and problems
• Escalate unresolved problems to a higher level of support
• Acting as a point of contact to support service users and engineers reporting issues, requesting information, access, or other services.
• Directing tickets to the correct department
• Create and maintain great relationship with maintenance vendors to support the maintenance SLAs
• Updating and sending out daily reports
• Managing planned downtime list
• Checking CCTV to verify issues
• Updating documentation throughout the day
• Dealing with problem effectively and precisely with high attention to detail
• Auditing of new machines which have been added to the network

What We’re Looking For:

• Experience using ticketing systems.
• Strong IT skills with a quick grasp of new systems and processes.
• Previous experience in a helpdesk, technical, or IT/engineering support role.
• Excellent communication skills – both written and verbal.
• Attention to detail and time management.
• A customer-focused mindset with the ability to multitask.
• Commercial awareness and the ability to think critically.

Why Join?

• £26k - £28k salary
• 26 days annual leave (Plus the option to buy additional days per year)
• Health Care
• Enhanced Parental Leave
• Volunteering Days
• Join a collaborative and growing team
• Opportunities for progression and skill development

Ready to take the next step in your career?

Apply now or get in touch to find out more!

Think Specialist Recruitment is an independent recruitment agency based in Hemel Hempstead, supporting businesses across Herts, Beds, and Bucks. We specialise in recruiting for a range of support staff roles including Administration, Customer Service, HR, Finance, Sales Support, Marketing, and IT Helpdesk.

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