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Help Desk Coordinator Based in Hemel Hempstead

Tiger Recruitment

London, Hemel Hempstead, Greater London

Hybrid

GBP 60,000 - 80,000

Full time

28 days ago

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An established industry player is seeking a Service Desk Administrator to join their dynamic team. This pivotal role focuses on managing help desk tickets, ensuring efficient communication between departments, and maintaining strong relationships with internal teams. The ideal candidate will thrive in a fast-paced environment, showcasing exceptional organisational and problem-solving skills. With a commitment to delivering outstanding customer service and a proactive approach to issue resolution, you will play a key role in enhancing operational efficiency. If you're ready to make a difference and contribute to a B Corp Certified company, this opportunity is for you.

Parking Available on Site

Hybrid Work Options

Holiday Pay

Highly organised with a proven ability to manage multiple priorities.
Excellent customer service and communication skills are essential.

Manage tickets by raising, updating, prioritising, and escalating within SLA.
Act as the primary contact for reported faults and maintain relationships.

Organisational Skills

Customer Service Skills

Communication Skills

Time Management

Problem-Solving Skills

Critical Thinking

JIRA

EAM

ServiceNow

Service Desk Administrator

The details:

Type: Ongoing Temp
Starting: ASAP
The role: Help Desk Coordinator
Industry: Retail
Location: Hemel Hempstead
Parking: Available on site
Hours: 8:30 am – 5:30 pm (Monday to Friday)
Hybrid: Wednesday & Friday’s work from home
Rate: £12ph + Holiday pay

What you’ll be doing:

Manage tickets by raising, updating, prioritising, and escalating within SLA lead times
Direct tickets to the appropriate departments efficiently & discuss potential fix outcomes with teams
Act as the primary contact for reported faults
Build and maintain strong relationships with maintenance engineers and internal teams
Prepare and send out daily reports, including managing the planned downtime list
Promptly and effectively respond to queries from other departments and manage expectations
Verify issues by checking CCTV when necessary
Continuously update documentation throughout the day

Please note, this is not a call centre or IT support role. You'll predominantly be responding to queries and allocating works via email and our ticketing software.

What we need from you:

Highly organised and process oriented
Proven ability to manage multiple priorities
Brilliant customer service skills and approach to issue resolution
Excellent written and verbal communication
Effective time management with high attention to detail
Great critical thinking and problem-solving skills
Ability to express initiative and take ownership of tasks

Experience using a ticketing system (e.g. JIRA, EAM, ServiceNow) to log, manage and allocate issues will be highly advantageous.

We’re looking for people who are ready for a fast-paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

Tiger is B Corp Certified. We are part of a global movement of businesses committed to improving social and environmental conditions around the world.

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