Service Desk Coordinator - Clementi - ref. d26781115

The successful candidate will be awarded a 2 year full time contract with eligibility to AWS/Variable bonuses and Annual Increment. Role is convertible to perm.

• Respond promptly to incoming calls, emails and tickets from SIM and SUSS users, process each case accurately, and assign the appropriate severity level.
• Perform first-level troubleshooting for IT and AV. Escalate cases to the relevant technical teams if beyond scope.
• Be proficient in the day-to-day operations of the SIM Service Desk, including handling case management tools and adhering to support procedures.
• Monitor classroom systems (via CCS) remotely, and provide support for issues related to classroom access, audio-visual equipment, PCs, and lighting.
• Follow the classroom preparation checklist to ensure CCS has successfully activated required systems before scheduled classes.
• Track and update the CCS scheduling system promptly when changes in classroom usage or bookings occur.
• Maintain accurate logs and records of support activities, including incident reports and follow-up actions.
• Apply standard phone handling procedures and knowledge IT systems, AV systems, and Estates processes to ensure efficient call resolution and escalation.

• Day Shift 7 am to 4 pm and required to work on 6 Saturdays annually (7.30am to 12.30pm or 1.00pm to 6.00pm)
• Diploma Holders, preferably in a related field (eg. IT)
• Working experience in Service Desk, heldpdesk or contact center environment
• IT knowledge required
• A/V knowledge beneficial
• Well versed in Microsoft Office
• At least 2 years of work experience