Consultancy Services Coordinator

Excellent opportunity for an IT Service Desk professional with MSP experience to progress their career into a Service Desk Coordinator role. You will join a leading Managed Service Provider (MSP), dedicated to delivering top-tier IT services and support to clients, ensuring their systems remain secure, operational, and future-ready. The Service Desk Coordinator will serve as the primary point of contact for all service desk inquiries. Act as the first point of contact for clients reaching out to the service desk via phone, email, or ticketing system. Triage and categorise service desk tickets, ensuring appropriate prioritisation and delegation to the relevant teams. Service Coordination: Monitor the service desk queue, ensuring tickets are resolved in line with agreed SLAs. Escalate critical issues to senior management when necessary, ensuring the client is kept informed throughout the process. Generate regular reports on service desk performance, including response times, resolution times, and customer satisfaction. Assist in identifying areas for process improvement within the service desk operations. Provide feedback to management regarding recurring issues or potential service gaps. Work closely with the technical support, infrastructure, and client success teams to ensure seamless communication and service delivery. Participate in team meetings and contribute to the continuous improvement of service delivery. Previous experience in a service desk, helpdesk, or customer service role within an IT environment. Strong understanding of service desk processes, ticketing systems, and triage procedures. Familiarity with ITIL processes and practices is an advantage. Proficiency in using service desk or ticketing software (e.g., ServiceNow, Zendesk, Jira). Customer-focused with a strong sense of urgency and commitment to service excellence. Competitive salary and benefits package. Career growth opportunities with ongoing professional development