Help Desk Coordinator

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.

• 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.

• 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.