Service Desk Coordinator

Overview

The Service Desk Coordinator role in Norfolk involves managing engineer workloads, coordinating change management and provisioning requests, and ensuring service requests are delivered efficiently across multiple client environments. This full‑time, permanent position offers a salary of £30,000 – £37,500 per annum (depending on experience) with hybrid working: one day per week in the King's Lynn office and four days working from home after induction.

• Prioritise tickets, monitor multiple service desk queues and ensure requests progress within agreed SLAs.
• Schedule and allocate work to the Provisioning Team, track requests through to successful completion, and identify and Escalate potential risks or delays before they impact customers.
• Coordinate engineering workloads, manage stock movements, and maintain accurate inventory records.
• Coordinate equipment deliveries to customer sites across the UK and liaise with third‑party IT, telecoms and software suppliers.
• Keep clients updated via phone, email and service tickets, and produce weekly and monthly operational reports.
• Support the Service Desk Team Lead with service coordination activities.

• Excellent organisational, time‑management and communication skills, with the ability to manage multiple competing priorities.
• Strong attention to detail, confidence communicating with customers, suppliers and colleagues, and a proactive, positive approach to work.
• Experience coordinating workloads, schedules or service requests in an IT or technology environment is advantageous.
• Proficiency in Microsoft Office, particularly Outlook, Excel and Word; ability to remain calm under pressure and work effectively in a busy environment.

• Hybrid working with four days working from home after induction.
• 25 days annual leave plus Bank Holidays.
• Contributory NEST pension scheme and private healthcare including health, dental and optical cover.
• Personal learning and development plan, monthly one‑to‑one development reviews and clear opportunities for career progression.
• Supportive and collaborative team culture, regular company social events, Dell laptop, dual monitors, docking station and headset, and free on‑site parking.
• Clear expectation of one anchor day each week in the King's Lynn office, with additional office attendance occasionally required.

Monday to Friday, 9:00am – 5:30pm; one anchor day per week in the King's Lynn office, four days working from home.