The IT Service Desk coordinator manages the Service Desk operations, ensuring effective and customer-focused technology support. The role acts as a subject matter expert, providing advice, solutions, recommendations, and guidance across IT services and customer experience functions while supporting operational efficiency and continuous service improvement.
Responsibilities:
- Provide exceptional customer service through effective stakeholder engagement, strong communication, and consistent achievement of high-quality IT support outcomes.
- Manage Service Level Agreements (SLAs), KPI reporting, escalation processes, and continuous improvement initiatives to enhance service desk efficiency, and operational performance.
- Lead IT support operations including deployments, installations, end-user computing, audio/video conferencing, business applications, and technical support services across the organisation.
- Develop and maintain policies, procedures, documentation, training materials, and knowledge management resources to improve compliance, staff capability, and user self-sufficiency.
- Mentor teams, collaborated with stakeholders, and supported strategic projects and system improvements to enhance customer experience and minimise operational disruption.
- Proven ability to develop and manage customer-focused SLAs, ensuring service delivery meets customer expectations and operational requirements.
- Strong experience creating and maintaining technical documentation, policies, procedures, user guides, and knowledge resources to support operational efficiency and compliance.
- Demonstrated leadership in mentoring staff, fostering collaborative learning environments, and implementing development programs that improve Service Desk performance.
- Skilled in incident and knowledge management systems, standardising processes, improving service efficiency, and enhancing issue resolution outcomes.
- Excellent communication, and stakeholder management skills, with the ability to prioritise tasks, work under pressure, meet deadlines, and deliver exceptional customer service.
Please note that Aida, our after-hours AI conversational screening assistant, may be used as part of the initial application process.
Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.
