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HelpDesk Coordinator

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TipTopJob

17d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Leeds

AI generated summary

  • You should be proficient in Windows OS (8-11), Windows Server (2012+), Microsoft Office, Teams, and have experience with Microsoft 365 Exchange Online and user configuration in a Windows domain.
  • You will coordinate schedules, manage support requests, liaise with sales, create knowledgebase articles, and set up hardware/software for customer needs.

Requirements

  • Be proficient in the use of Microsoft desktop operating systems (Windows 8, 8.1, 10 and 11).
  • Comfortable navigating all Windows Server operating systems (Windows Server 2012 upwards).
  • Be proficient in the use of Microsoft Office (Outlook, Word and Excel).
  • Be proficient in the use of Microsoft Teams.
  • Have previous experience of configuring Microsoft 365 Exchange Online users and mailboxes.
  • Have previous experience of configuring users in a Windows domain environment.

Responsibilities

  • Coordinate System and Network Engineers' diaries for customer meetings and site visits.
  • Coordinate System and Network Engineers' diaries for project-related activities.
  • Act as pre-sales mediator (in tandem with the Head of IT Services for larger opportunities) when sales enquiries enter the business through the support channel, gathering accurate information from the requestor and ensuring the requests are being passed to the sales department within agreed timescales.
  • Liaise with the sales department to ensure purchase orders for new equipment are appropriate (i.e., meeting the customer's requirements) and compatible.
  • Manage, investigate, and resolve first-line customer support requests remotely (via phone or email), such as, but not limited to, the creation of new Microsoft 365 and Active Directory Users when department resource is low, or there's a clear benefit to the department's operation by assisting.
  • Accurately create, update and manage customer knowledgebase articles.
  • Configure and install software and hardware, as required.
  • Follow customer-specific build documents and setup new computers and laptops prior to the engineers delivering to customers.

FAQs

What are the main responsibilities of the HelpDesk Coordinator?

The main responsibilities include coordinating System and Network Engineers' schedules, acting as a pre-sales mediator for support inquiries, managing first-line customer support requests, and creating and updating customer knowledgebase articles.

What technical skills are required for this role?

Essential technical skills include proficiency in Microsoft desktop operating systems (Windows 8, 8.1, 10, and 11), navigating Windows Server operating systems (from 2012 onwards), and experience configuring Microsoft 365 Exchange Online users and Windows domain environment users.

What types of support requests will the HelpDesk Coordinator handle?

The HelpDesk Coordinator will manage and resolve first-line customer support requests remotely, which may include tasks like creating new Microsoft 365 and Active Directory users, configuring software and hardware, and troubleshooting various technical issues.

Is prior experience necessary for this position?

Yes, previous experience in first-line technical support and configuring Microsoft products is required for the HelpDesk Coordinator role.

What kind of work environment can I expect?

The work environment is team-oriented, with a focus on collaboration, humility, and hard work, situated within a Managed IT Services team.

What benefits are offered to employees?

Employees are entitled to 21 days of holiday (rising to 28), paid lunch breaks, eye test reimbursement, free refreshments, a contributory pension scheme, private healthcare (after 12 months), and exclusive discounts with a Perkbox membership (also after 12 months).

Are there opportunities for personal development in this role?

Yes, the position offers significant opportunities for personal development within a growing business.

What is the location of the job?

The job is located in Pontefract, West Yorkshire.

Is this position open to non-UK residents?

No, all applicants must be free to work in the UK without restrictions from visas or work permits.

How can I apply for this position?

Interested applicants should submit their applications as per the instructions provided in the job advertisement.

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