Helpdesk Operations Coordinator

Helpdesk Operations Coordinator - Maternity CoverLocation: Reading (parking on site)Contract: 13-month fixed termStart Date: October 2025Salary: Up to £37,000 per annumAre you highly organised, detail-oriented, and passionate about delivering excellent customer service? An exciting opportunity has arisen within the automotive industry for a Helpdesk Operations Coordinator to join the team on a maternity cover contract.This role is key to ensuring smooth, efficient, and high-quality service performance across helpdesk operations.What you’ll be doing:Managing incoming customer calls and support tickets, ensuring issues are resolved in line with service standards.Developing and maintaining reports and dashboards to track performance metrics.Overseeing telephony systems and call routing to support operational needs.Monitoring performance against SLAs, conducting analysis, and driving improvements.Investigating and documenting root causes of SLA breaches.Scheduling and coordinating resources to meet service delivery requirements.Escalating operational issues when required.Providing administrative support including documentation, system updates, and coordination tasks.What we’re looking for:Proven experience in a helpdesk or customer service environment.Strong knowledge of service management principles and SLA frameworks.Familiarity with telephony systems and call centre technologies.Confident user of Microsoft Office (Outlook, Teams, Excel, Word, Planner).Excellent organisational skills with the ability to prioritise effectively.Strong analytical and problem-solving skills.Clear and effective communication, both written and verbal.A proactive team player who can also work independently in a fast-paced environment.

Created: 2025-08-23