Job Description

Reference: 3801

We are pleased to be working with a high-growth business who are currently looking for a Helpdesk Coordinator to join their team based in Hemel.

If you are technically minded and have previous experience managing ticketing systems or if you have a background in customer service & you have experience working with CRM systems, then this could be an excellent opportunity for you!

In this role you will find yourself being first point of contact for all customer issues, helping to diagnose issues, raising tickets and much more!

The position will be working Monday to Friday, 9am to 5pm as standard, this role also offers the excellent opportunity of hybrid working too! The salary for this role is paying \xc2\xa326K + bonus. The company also offer a number of fantastic benefits including 26 days annual leave, opportunity to work in the London office, a chance to join a passionate and growing team as well as much more.

Role requirements:

• Be the first point of contact for customer 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 company network.

Candidate requirements:

• Customer service and stakeholder management.
• The ability to manage multiple workstreams concurrently.
• Strong communication skills both written and verbal.
• Good time management.
• High attention to detail.
• Critical thinking.
• Strong IT skills and the ability to pick up new process and systems quickly.
• You have 1 to 2 years\xe2\x80\x99 experience using ticketing systems to log issues.
• Experience working in IT, Technical or Engineering support is desirable.
• You have used JIRA or similar ticketing systems.
• You have an ability to be commercially aware.

Looking for the next step in your career? Think Specialist Recruitment.

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including: administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

Think Specialist Recruitment