Service Desk Coordinator in Kidderminster)

Service Desk Coordinator

Location: Kidderminster

Salary: £25,000 per annum

Vacancy Type: Full Time, Permanent

The Role

Due to continued growth within the company, we are looking for someone to support our Service Desk by prioritising and resolving enquiries efficiently. The primary purpose of this role is to manage the workflow and support of the Service Delivery Manager – Major Accounts. This role manages customer services, ensuring adherence to SLAs and serves as the first‑line support to the Service Coordinators when required.

Key Responsibilities

• Accountable for ticket management, ensuring allocation and tickets are resolved within SLA and at a high‑quality standard.
• Support the Service Delivery Manager – Major Accounts, including covering periods of holiday and absence.
• Lead on customer calls when required.
• Deal with and resolve ‘first line’ escalations received.
• Assist the Service Delivery Manager – Major Accounts with service‑related tasks, such as escalations and queries.
• Be accountable for direct customer communications, both verbal and written.
• Support onboarding of new customers and work with the Customer and Services Transition Manager to ensure a seamless transition into BAU services.
• Support service SLAs and manage the team accordingly to achieve the SLA alongside service‑related tasks.
• Engage with Operational Managers to ensure order queries are resolved and customers are updated.
• Participate in the Operational Huddle led by the appropriate Operations Manager, ensuring seamless communication between Services and Operations and updating customers accordingly.

Skills and Qualifications

• Adaptable approach to tasks as this is a varied role.
• Flexibility.
• Proactive, hands‑on approach to work.
• Attention to detail.
• Excellent communication.
• Problem‑solving skills.
• Ability to work under pressure and to strict deadlines.
• Ability to multitask a high volume of tasks and prioritise workload.
• Proficient user of Microsoft Office, especially Excel.
• Ability to work on own initiative and be a team player.

Benefits

• Pension Contributions
• Staff discount online store
• 23 days Holiday +BHs
• Company events
• Refer a friend Scheme – £150+
• On‑site Fully Equipped Gymnasium

If you feel you are a suitable candidate and would like to work for Greensafe IT, please do not hesitate to apply.

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