IT Service Desk Coordinator

Are you an experienced IT Service Desk Coordinator looking to develop your career with an award winning, forward-thinking charity?

We have an exciting opportunity for a
IT Service Desk Coordinator to join our team based at our Head Office in Coventry. At The Extra Care Charitable Trust, you will monitor personal tickets and the wider Service Desk queue throughout the day, identifying unassigned, ageing, overdue or incorrectly routed work and taking the appropriate action.

The Service Desk Coordinator provides a friendly and reliable first point of contact for colleagues who need IT help. The role focuses on accurately logging and progressing tickets, completing approved standard service requests, carrying out basic account support, and keeping users informed.

• Act as a first point of contact for IT enquiries received by telephone, email, self-service portal or in person.
• Log incidents and service requests accurately in the service management system, recording the customer, affected service, symptoms, impact, urgency and relevant troubleshooting information.
• Maintain ownership of assigned tickets, provide clear progress updates, chase information when needed and confirm resolution with the user before closure.
• Complete basic first-line checks and follow knowledge articles, scripts and documented fixes.
• Resolve approved password resets, account unlocks and multi-factor authentication resets after completing the required identity and security checks.
• Raise and process IT purchase orders and maintain accurate procurement records.
• Keep ticket records, asset details and request records up to date.
• Use standard communications and knowledge articles consistently and flag missing or outdated guidance to the Service Desk Manager.
• Support major incident communications and service notices when instructed.
• Protect confidential information and follow information security, data protection and acceptable-use procedures.

• Experience of helping customers, colleagues or members of the public; confidence using computers, email and common office applications. Previous IT service desk experience is not required.
• Experience in a customer service, administration, call-handling or support environment; exposure to a ticketing system
• Ability to deliver clear written and verbal communications.
• Ability to prioritise work and deliver results in a pressurised environment balancing conflicting demands to achieve acceptable outcomes.
• Flexible with the ability to work well under pressure and deliver to strict deadlines.

• 25 days annual leave, plus bank holidays
• Contributory pension (up to 9%)
• Buy and sell holiday
• Free life insurance
• Attendance reward
• Free use of on-site location gyms

• Role: IT Service Desk Coordinator
• Hours: 37.5 hours per week
• Job type: 12 months fixed term
• Salary: £27,495.00 per annum

Extra Care strives to create a workplace that fully reflects society. We want our staff to feel empowered to bring their full, authentic selves to work and be part of a safe and supportive community.

• Closing date:
  Thursday 29th October 2026
• Proposed Interview Date: W/C 2nd November 2026

Extra Care is committed to making our recruitment practices as fair and inclusive as possible for all. This includes making reasonable adjustments to support candidates throughout the recruitment process. We welcome applications from people with different ways of thinking, working and communicating and value the strengths that diversity brings to our organisation.

Extra Care does not participate in the current "UK Visa Sponsorship" scheme, and we would not be able to facilitate sponsorship