Jobsxl | Total Jobs Online

Job Title: IT Support Coordinator (Administrator)
Basic Salary: £27,000 to £30,000 DOE
Location: Norwich (Outskirts - A11) - Hybrid Working Available
Reports to: Client Success Manager

Role Overview:
As a Support Coordinator you will work closely with the Client Success Manager and Support Desk Team Leader to ensure we consistently deliver a high-quality service to our clients. This is a dynamic role balancing operational coordination, people organisation, and customer-facing communication.

Key Responsibilities:
Collaborate closely with the Client Success Manager and Support Team Leader to ensure outstanding service delivery.

Foster trusted, professional relationships with support engineers.

Build strong, advisory-level relationships with clients.

Manage and allocate incoming tickets via ConnectWise Manage.

Redirect non-support tickets to appropriate service boards and notify the relevant team coordinator.

Monitor engineer workloads and reassign tickets where SLA compliance is at risk.

Reallocate tickets when engineers are absent.

Manage excess call volumes by contacting end-users to explain delays and reschedule where necessary.

Oversee multiple support boards, including internal and client-specific boards.

Ensure all tickets (open and closed) are fully documented with accurate, detailed notes.

Proactively progress tickets by scheduling next actions within SLA timelines.

Review tickets that breach SLAs or fail quality standards and with the Client Success Manager analyse root causes.

Help compile weekly and monthly reports on performance trends.

Provide cover for Coordinator colleagues during breaks, leave, or absences.

Suggest and support service and process improvement initiatives in collaboration with the Client Success Manager, CTO and Head of Operations & Compliance.

About You:
You will be an experienced administrator / coordinator.

You thrive in fast-paced, evolving environments and enjoy working under pressure.

You have a strong customer service ethos with a keen eye for detail and spotting risk.

You’re proficient with Microsoft Office 365, especially Outlook and Excel, and have experience with Service Ticketing or CRM systems.

Working Style:
Hours: 9:00am to 5:30pm, Monday to Friday.

Hybrid Working: After the training period, subject to agreement, we operate a hybrid working environment typically based on two days in the Norwich office and three days working from home. You may be required to attend the office on additional days for special events.

Please note: Our Norwich office is based on the outskirts of Norwich and you will need to be a driver with access to a vehicle to work from the office.

Remuneration & Benefits:

Salary: £27,000 to £30,000 per annum (dependent on experience).

Holidays: 25 Days Annual Leave + UK Bank Holidays.

Pension: Contributory Pension Scheme.

Health: Private Health, Eye Care and Dentist.

Training: Personal Learning Program.

Tools & Environment:
Dell laptop and laptop bag.

Dual monitors, docking station, wireless headset, keyboard, and mouse for home working.

Modern office based in the outskirts of Norwich (A11) with a hot desk working environment.

Free Parking.

Regular team socials and a positive, supportive team culture.

Please Note:
To qualify for home working, you must have a quiet, separate, and safe space free from all distractions during working hours.

Job Type: Full-time

Pay: £27,000.00-£30,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Free parking
• On-site parking
• Private dental insurance
• Private medical insurance
• Sick pay
• Work from home

Schedule:

• Monday to Friday
• No weekends

Ability to commute/relocate:

• Norwich NR9: reliably commute or plan to relocate before starting work (required)

Experience:

• Administration / Coordination: 3 years (required)
• Microsoft 365 (Outlook / Excel): 3 years (required)
• Ticketing or CRM: 3 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person

Reference ID: HMSDAPR2025