Service Desk Assistant

What we are looking for

We’re looking for a highly organised and proactive Service Desk Assistant to support the day-to-day operation of our Service Desk.

This role is focused on coordination, communication, and operational support rather than providing technical support directly to clients. You'll play a key role in ensuring tickets are managed effectively, engineers are supported, clients receive timely communication, and Service Desk processes run smoothly.

We're looking for someone who enjoys working with people, thrives in a fast-paced environment, and can confidently manage multiple priorities while maintaining excellent attention to detail.

Communication, organisation, judgement, and a willingness to learn are far more important to us than advanced technical knowledge. We’re looking for someone who can become the operational backbone of the Service Desk, helping ensure everything runs efficiently behind the scenes.

What you'll be doing

• Monitoring and managing the Service Desk ticket queue
• Assigning and reassigning tickets across the engineering team
• Tracking engineer workload and helping balance priorities
• Reviewing open and ageing tickets to identify overdue or at-risk items
• Coordinating onsite visits and engineer scheduling
• Carrying out routine operational checks and time logging activities
• Acting as a first point of contact for routine Service Desk-related queries
• Supporting engineers by ensuring actions, updates, and follow-ups are completed on time
• Holding regular operational catch-ups with engineers to review ticket and project workload
• Identifying tickets or tasks that require escalation, reassignment, or additional support
• Communicating with clients via email and phone when required
• Providing updates to clients regarding ticket progress and ongoing activities
• Acting as the first point of contact for client concerns and complaints
• Conducting an initial review of routine client complaints and gathering relevant ticket history and context
• Coordinating follow-up actions and escalating significant issues to the Service Desk Lead
• Maintaining Service Desk trackers, reports, and operational documentation
• Gathering information for weekly and monthly Service Desk reporting
• Supporting recurring administration and operational activities
• Ensuring Service Desk procedures and processes are followed consistently
• Identifying opportunities to improve operational efficiency and Service Desk processes
• Assisting with maintaining internal documentation and knowledge resources

Skills & Experience

• Strong spoken and written English
• Excellent communication and interpersonal skills
• Confident speaking with clients over the phone
• Strong organisational and time-management skills
• Ability to manage multiple tasks and priorities simultaneously
• Good analytical and problem-solving skills
• Comfortable working within established procedures and processes
• Strong attention to detail
• Good working knowledge of Microsoft Office applications
• Previous experience in a Service Desk, customer support, administration, coordination, or similar operational role would be beneficial
• Experience within an IT services environment is desirable but not essential

Attitude & Approach

• Friendly, professional, and approachable
• Calm under pressure and able to manage challenging situations professionally
• Customer-focused with a genuine desire to help others
• Highly organised and reliable
• Proactive and self-motivated
• Comfortable taking ownership of tasks and seeing them through to completion
• Able to exercise good judgement and know when issues require escalation
• Eager to learn and develop new skills
• Team-oriented with a collaborative mindset
• Committed to maintaining high standards and following processes consistently

Working Hours

• Monday to Friday
• UK business hours (9:00 am - 6:00 pm)

What We Offer

• Fully-equipped workstation
• 28 days annual leave
• Private health insurance (provided after successful completion of a 6-month probation period)
• Monthly social and team-building events
• Small group English lessons (2x per week)
• Ongoing training and development opportunities
• Opportunities for personal and professional growth
• A supportive and collaborative team environment