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Service Desk Coordinator
at Purple Matrix Ltd London in London (Published at 01-09-2025)
Job Description: Service Desk Coordinator
Overview
We are seeking a proactive and highly organized Service Desk Coordinator to support the smooth running of our IT service desk operations. This role is central to ensuring that IT support tickets are efficiently managed, followed up, and resolved in a timely manner. The ideal candidate will also take responsibility for key onboarding and asset management processes, while helping to maintain high operational standards across the IT function.
Key Responsibilities
- Ticket Management
- Allocate and distribute incoming IT tickets to the appropriate staff members.
- Monitor progress of open tickets, proactively following up to ensure timely resolution.
- Escalate unresolved issues where necessary to meet agreed SLAs.
- Provide status updates to end users to maintain clear communication.
- Onboarding & Offboarding
- Check that all new starters have been fully set up with accounts, permissions, and equipment.
- Ensure the onboarding process is followed consistently and to a high standard.
- Support the offboarding process by confirming that accounts are deactivated and assets are returned.
- Asset Management
- Track all IT assets coming into and leaving the office, ensuring accurate records are maintained.
- Check that hardware and peripherals meet required standards before allocation.
- Assist in maintaining the IT asset register and ensuring accountability.
- Knowledge Base & Documentation
- Create, update, and maintain knowledge base (KB) articles within the ticketing system.
- Ensure client wiki pages are accurate, up-to-date, and easy for staff to use.
- Document recurring fixes, processes, and onboarding steps to improve efficiency and reduce repeat tickets.
- Service Operations Support
- Assist with simple IT tasks such as password resets, account checks, and basic troubleshooting where appropriate.
- Prepare and share simple reports on ticket volumes, response times, and outstanding issues.
- Help enforce service desk standards and identify opportunities for process improvement.
Skills & Experience
- Strong organizational skills with the ability to manage multiple tasks and priorities.
- Excellent communication and interpersonal skills for liaising with staff and chasing ticket updates.
- High attention to detail, ensuring processes and standards are consistently followed.
- Familiarity with IT service desk/ticketing tools (e.g., Autotask, ServiceNow, Freshservice, Jira Service Desk, or equivalent).
- Understanding of IT onboarding and offboarding processes.
- General IT literacy and ability to support with basic IT tasks.
- Experience creating or maintaining documentation, KBs, or wikis is desirable.
Personal Attributes
- Proactive and self-motivated, with a “follow-through” mindset.
- Reliable and detail-focused, ensuring nothing is missed.
- Comfortable working in a fast-paced environment where priorities may shift.
- Team player, willing to assist colleagues and take initiative.
What We Offer
- The opportunity to play a key role in the smooth running of IT support operations.
- A collaborative and supportive working environment.
- Career development in IT operations, documentation, and service management.
Job Type: Full-time
Pay: £26,000.00-£32,000.00 per year
Benefits:
- Cycle to work scheme
- Free or subsidised travel
Work Location: In person
