Help Desk Coordinator

Reports to

Head of Operations

Company

SPOR Group

Location

London, United Kingdom

About SPOR Group

SPOR Group is a leading provider of Audio-Visual (AV) integration solutions, serving a diverse range of global clients. With a commitment to innovation and excellence, SPOR Group delivers cutting-edge AV technology solutions tailored to meet the unique needs of each client.

Position Overview

We are seeking a dedicated and proactive Help Desk Coordinator with in depth knowledge of ZOHO desk to join our team at our London headquarters. The Help Desk Coordinator will play a pivotal role in ensuring the efficient management and resolution of tickets raised to our help desk, thereby contributing to the seamless delivery of AV solutions to our valued clients.

Requirements

Responsibilities

Ticket Management

Serve as the primary point of contact for all incoming tickets raised to the help desk, ensuring timely and accurate logging of incidents and service requests.

Prioritisation and Triage

Assess the urgency and impact of each ticket, prioritise accordingly, and escalate critical issues to the appropriate teams for resolution within pre defined SLA’s.

Communication

Maintain regular communication with clients and internal stakeholders to provide updates on ticket status, troubleshoot issues, and ensure a high level of customer satisfaction.

Resolution Coordination

Coordinate with technical teams to facilitate the timely resolution of tickets, ensuring adherence to service level agreements (SLAs) and quality standards.

Documentation

Maintain comprehensive documentation of tickets, resolutions, and troubleshooting steps, ensuring accuracy and completeness for future reference.

Continuous Improvement

Identify opportunities for process optimisation and service improvement within the help desk function and collaborate with relevant teams to implement enhancements.

Training and Support

Provide guidance and support to end-users on utilising AV technology effectively, troubleshooting common issues, and maximising system performance.

Benefits

Qualifications

Prior experience in a help desk or technical support role.

Eligible to work in the UK - required

ZOHO Desk experience / knowledge core qualification.

Strong communication skills, with the ability to effectively interact with clients and internal stakeholders at all levels.

Excellent organisational skills and attention to detail, with the ability to manage multiple priorities in a fastpaced environment.

Proficiency in ticketing systems and ITIL best practices is highly desirable.

A proactive and customer-centric approach to problem-solving, with a commitment to delivering exceptional service.

Join our dynamic team at SPOR Group and play a pivotal role in delivering cutting-edge audio-visual solutions that captivate audiences and elevate experiences. If you have a passion for AV technology and a drive for excellence, we invite you to apply today!