Service Desk Coordinator

You'll be the go-to person for all things related to the IT service desk-taking the lead in handling enquiries, resolving issues, and keeping everything running smoothly. The focus is on building strong relationships and delivering a great customer experience through clear communication and a well-managed, responsive service desk. You'll also make sure the systems stay reliable, secure, and robust, supporting our teams day in and day out. Skills required for the role Essential:

• Contribute to the advancement of service management practices
• Responsible for IT asset management
• Responsible for supporting team performance in accordance with agreed-upon SLAs and KPIs
• Responsible for producing the system's management information.
• Day to day administration of the Service Desk (adhering to SLAs), monitoring incidents, requests, and problems;
• Facilitate resolution of complex support issues by using one's own expertise or coordinating the appropriate team/s or persons to be available to resolve;
• Compile service desk management information and report against SLAs, KPIs and trend analysis.
• Analyse management information to identify areas for improvement for the Service Desk team;
• Identify and support continuous service improvement initiatives
• Support in ensuring the Service Desk and its delivery is always aligned with best practise (ITIL4, ISO20000)
• Comply with Company policies and procedures, including the MMS.
Our non-negotiables: Due to the highly secure nature of the projects that you will be involved with, you must be:
• A UK National and eligible to work in the UK
• Eligible to obtain and maintain a UK Government Security Check (SC) level security clearance
  
  We're looking for a proactive, technically capable Service Desk Coordinator to join our fast-paced IT Service Management contract. If you enjoy building strong support teams, leading by example, and improving the way tech services are delivered, this could be a great fit. You'll take the lead on one of our key customer-facing support functions-bringing structure, energy, and a drive for service excellence to everything you do.
  
  MASS is an independent, global technology company, trusted by highly-secure organisations to provide advanced, digital services that manage data and keep information safe. With our heritage in defence, we offer robust solutions to sectors where security expertise is essential.
We work in partnership with customers, using skilled, technical experts. We think innovatively to provide tailored, agile and resilient solutions that secure advantage, so you're ready for digital transformation. MASS is an equal opportunities employer; we know that our people are smart, skilled and motivated and in return we provide a friendly workplace where everyone is valued and has the chance to make an impact.