The role

The Desktop Support Coordinator is responsible for providing support to our customers, and is an escalation point for the Desktop Support Team, dealing with complex issues and also project work. In addition, the role of Desktop Support Coordinator will be responsible for technical mentoring for our Technicians.

You will oversee the smooth operation of the Helpdesk function, including meeting performance objectives and SLA’s. The role will require accurate recording and reporting of IT incidents and requests in line with ITIL standards using a case management system to ensure that requests are prioritised and completed within agreed timeframes.

Essential skills & experience

  • Minimum of 5 years’ experience in delivering a high level of customer service within an IT desktop support role.
  • At least 2 years in a senior or similar role
  • Experience in mentoring and coordinating resources allocation
  • Strong problem-solving skills and technical capability
  • Strong Microsoft and Networking experience
  • Certification within Microsoft or equivalent technology (MCP, CompTIA) stack a highly desirable
  • A comprehensive understanding of ITIL principles.
  • Experience in maintaining Standard Operation Environments (SOEs), applications & device management using Microsoft InTune
  • Excellent written and verbal communication skills with the ability to effectively communicate to a non-technical audience.
  • Demonstrated ability to work effectively within a team environment and under time pressure.
  • Proven documentation skills, along with sound analytical and problem-solving skills.
  • A demonstrated ability to work in situations of uncertainty and ambiguity, and be self-motivated and able to use initiative.
  • Further skills which would be advantageous:
    • Office 365 and Azure knowledge
    • SharePoint Online support and/or administration
    • Knowledge of virtualisation platforms an advantage
    • Knowledge of Active Directory and Group Policy use a big bonus

Apply now with a CV and cover letter outlining your reason for choosing Online Education Services. What will set you apart is addressing how this role complements your career aspirations.

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Applications close
15 May 2021

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