SPOR Group

Job Description Reports to: Head of Operations Location: London, United Kingdom Company: SPOR Group Position Overview: We are seeking a dedicated and proactive Help Desk Coordinator with deep knowledge of ZOHO Desk to join our team at London headquarters. The Help Desk Coordinator will play a pivotal role in ensuring the efficient management and resolution of tickets raised to our help desk, thereby contributing to the seamless delivery of AV solutions to our valued clients. Responsibilities Ticket Management: Serve as the primary point of contact for all incoming tickets raised to the help desk, ensuring timely and accurate logging of incidents and service requests. Prioritisation and Triage: Assess the urgency and impact of each ticket, prioritise accordingly, and escalates critical issues to appropriate teams for resolution within pre defined SLAs. Communication: Maintain regular communication with clients and internal stakeholders to provide updates on ticket status, troubleshoot issues, and ensure a high level of customer satisfaction. Resolution Coordination: Coordinate with technical teams to facilitate the timely resolution of tickets, ensuring adherence to service level agreements (SLAs) and quality standards. Documentation: Maintain comprehensive documentation of tickets, resolutions, and troubleshooting steps, ensuring accuracy and completeness for future reference. Continuous Improvement: Identify opportunities for process optimisation and service improvement within the help desk function and collaborate with relevant teams to implement enhancements. Training and Support: Provide guidance and support to end users on utilising AV technology effectively, troubleshooting common issues, and maximising system performance. Qualifications Prior experience in a help desk or technical support role. Eligible to work in the UK. ZOHO Desk experience/knowledge is a core qualification. Strong communication skills, with the ability to effectively interact with clients and internal stakeholders at all levels. Excellent organisational skills and attention to detail, with the ability to manage multiple priorities in a fast paced environment. Proficiency in ticketing systems and ITIL best practices is highly desirable. A proactive and customer centric approach to problem solving, with a commitment to delivering exceptional service.

SPOR Group in London is seeking a proactive Help Desk Coordinator with deep knowledge of ZOHO Desk to join our London headquarters. You will manage support tickets, triage priorities, and coordinate resolutions to deliver AV solutions to clients. The role requires strong communication, ITIL led practices, and a customer centric approach to ensure timely updates, accurate logging, and continuous improvement of help desk processes.