Service Desk Coordinator

Location: Norfolk (Hybrid Working)

Salary: £30,000 - £37,500 per annum (DOE)

Working Pattern: 1 day per week in the office

Hours: Monday to Friday, 9:00am – 5:30pm

We're looking for an organised, proactive and customer-focused Service Desk Coordinator to join our operations team based in West Norfolk.

This is a fantastic opportunity for someone who enjoys keeping people, projects and processes moving. You'll play a vital role in coordinating engineers, managing workloads and ensuring service requests are delivered efficiently across multiple client environments.

If you thrive in a fast-paced environment where no two days are the same, we'd love to hear from you.

As a Service Desk Coordinator, you'll become the central point of coordination between clients, engineers, suppliers and internal teams.

You'll oversee change management and provisioning requests from start to finish, ensuring work is scheduled efficiently, clients remain informed and service levels are consistently achieved.

From allocating engineers and coordinating equipment deliveries to monitoring ticket queues and resolving potential delays before they become issues, you'll be instrumental in keeping our service operation running smoothly.

• Coordinating change management and provisioning requests across multiple client environments.
• Monitoring multiple service desk queues and ensure requests are progressing within agreed SLAs.
• Scheduling and allocating work to the Provisioning Team.
• Track requests through to successful completion.
• Monitoring engineer workloads and priorities.
• Liaising with third-party IT, telecoms and software suppliers.
• Keeping clients updated via phone, email and service tickets.
• Coordinating equipment deliveries to customer sites across the UK.
• Managing stock movements and maintain accurate inventory records.
• Maintaining accurate information within the service management platform.
• Producing weekly and monthly operational reports.
• Supporting the Service Desk Team Lead with service coordination activities.
• Identify and escalate potential risks or delays before they impact customers.

We're looking for someone who enjoys organisation, communication and problem-solving.

You'll ideally have:

• Excellent organisational and time management skills.
• The ability to manage multiple competing priorities.
• Strong attention to detail.
• Excellent written and verbal communication skills.
• Confidence communicating with customers, suppliers and colleagues.
• A proactive, positive approach to work.
• Strong Microsoft Office skills, particularly Outlook, Excel and Word.
• Experience coordinating workloads, schedules or service requests.
• The ability to remain calm under pressure and work effectively in a busy environment.

Experience within an IT or technology environment would be advantageous. Full training will be provided.

• Salary of £30,000 - £37,500, depending on experience.
• Hybrid working with four days working from home after induction.
• 25 days annual leave plus Bank Holidays.
• Contributory NEST pension scheme.
• Private healthcare including health, dental and optical cover.
• Personal learning and development plan.
• Monthly one-to-one development reviews.
• Clear opportunities for career progression.
• Supportive and collaborative team culture.
• Regular company social events.
• Dell laptop, dual monitors, docking station and headset.
• Free on-site parking.

Following a comprehensive induction, you'll work:

• Monday to Friday, 9:00am – 5:30pm..
• Four days working from home.
• Additional office attendance may occasionally be required to support business or client requirements.

If you're an organised coordinator who enjoys bringing people, technology and processes together to deliver outstanding customer service, we'd love to hear from you.