Support Desk Coordinator

About the Role

The Support Desk Coordinator is responsible for overseeing the day-to-day operation of the support desk. They ensure all customer issues are logged, prioritised, and resolved in line with SLAs, while maintaining clear communication with customers and internal teams. This role focuses on process management and quality control.

Key Responsibilities:

Desk Operations

• Monitor and manage incoming tickets and live chats in Freshdesk.
• Pick up and resolve tickets directly as part of the 1st line team.
• Allocate cases across other 1st line team members, balancing workload.
• Track SLAs, chase progress, and escalate at-risk tickets.

Escalation & Workflow

• Act as first point of escalation for complex/priority tickets.
• Liaise with Delivery/2nd line to progress technical issues.
• Maintain communication with customers on ticket status....