IT Support

Oakland Recruitment
25000.00 GBP Annual
08 Aug 2018
05 Sep 2018
Contract Type

IT Support Co-ordinator - Stoke on Trent - Salary up to 25k

The Support Co-Ordinator is responsible for handling telephone enquiries from clients about new and outstanding issues. The co-ordinator will ensure that all information relating to issues is recorded in the helpdesk and will liaise with all parties to ensure the issues are being progressed in a timely manner. Please note that this role will require on call hours.


  • Logging tickets and following up customer enquiries to ensure customer satisfaction

  • Triaging issues attempting to resolve and troubleshoot where applicable.

  • Ensuring customer service is delivered to agreed targets

  • Escalating issues to the Helpdesk Manager where SLA's will not be adhered to.

  • Receiving calls and communicating with the client during on-going investigations

  • Responsible for assisting in the production of status reports on assigned tasks.

  • Feeding back information to customers

  • Liaising with developers during issue investigation

  • Leading client support calls

  • Providing software licenses for internal and external customers

  • Providing and maintaining customer support documentation and reports.


    Knowledge and Experience

  • IT related degree or 3 years' experience in a similar role

  • Network knowledge

  • SQL Server experience

    Skills and abilities

  • Sound IT skills are essential, including knowledge of Microsoft Office Applications, specifically Word, Excel and PowerPoint.

  • Ability to work independently as well as in a team environment

  • Ability to work in a fast paced and collaborative environment

  • Effective skills in task prioritization and time management

  • An effective communicator who displays a professional attitude within the organisation and when communicating with clients.

  • A pro-active team player who will ensure issues are followed through to completion.

  • 9am-5.30pm Monday-Friday

  • This position will require flexibility as the role will involve 'on call' hours