IT Helpdesk Coordinator

Greater Brighton Metropolitan College
Brighton, East Sussex
£19,258 - £19,258 Per Year, £19,258 per annum (incremental range £19,258 - £21,001)
13 Jan 2022 14:09
25 Jan 2022 23:59
Further Education
Job Level
Administrator / Coordinator/ Assistant
IT / Computing
Contract Type
Full Time
Organisational Type
General Further Education College

IT Helpdesk Coordinator

37 hours per week

Based at Central campus, Brighton

Main purpose and scope of the post:

  • Overseeing the efficient running of the IT Helpdesk function
  • Ensuring IT staff close jobs in a timely and professional manner
  • Directing and prioritising incoming support calls
  • Providing a professional, friendly response to staff and students
  • This is NOT an IT Technician role per se

Main duties:

  • To serve as the first point of contact for customers seeking technical assistance either by phone, by email or in person
  • To prioritise and efficiently log & assign these jobs to the IT Services team
  • To develop and manage the self-service aspect of the Helpdesk and to follow up with customers where they haven’t provided necessary information
  • To manage the Helpdesk system and identify & help develop possible improvements to our processes
  • Be proactive in following up with IT Services team and ensuring calls are being closed professionally and on time
  • Reporting on all aspects of the Helpdesk operation to the Desktop Supervisor and Head of IT Services
  • Tracking and inventory reporting on all IT associated equipment. Logistical work will be involved during quiet periods of term
  • Perform password resets on College systems where required and manage creation and deletion of user accounts
  • Help update systems documentation where appropriate

Interviews will be held 01/02/2022