Service Desk Coordinator Ashford, Kent (office-based) Salary: £25,000 Are you working in a service desk or IT support environment and ready for your next challenge? Do you enjoy being the central point of coordination and making sure nothing gets missed? Would you thrive in a team where response times and resolution times are taken seriously? This could be the perfect opportunity for you. We are working with a well established but growing MSP based in Ashford who pride themselves on doing things differently. Unlike many others, they don’t just promise quick responses, they guarantee both response and resolution times as part of their SLA. That means this role is crucial to making sure customers get the fast, effective support they’ve come to expect. We are looking for a Service Desk Coordinator to be the linchpin of the support team. The first point of contact for incoming tickets, and the person who makes sure everything flows smoothly behind the scenes. What you will be doing: * Act as the first point of contact for customers via phone, email, and portal * Log tickets accurately and efficiently, gathering all key details * Triage and prioritise support tickets, assigning them to the right engineer * Monitor the progress of open tickets to ensure they are completed within SLA * Liaise with engineers to keep things on track and support resolution * Communicate with customers throughout the process to manage expectations * Spot trends, flag repeat issues, and support continuous improvement * Help keep the service desk running like clockwork – organised, responsive, and effective What we are looking for: * Experience in a service desk, helpdesk, or IT coordinator/admin role * Excellent time management and organisational skills * Clear communicator – confident on the phone and in writing * Strong team player – happy to support others and coordinate moving parts * High attention to detail and a methodical approach * Comfortable working in a fast-paced environment with multiple priorities Bonus points if you also have: * Knowledge of Microsoft 365, Active Directory, or networking basics * Experience using a ticketing/helpdesk system * Previous experience working for an MSP or IT support provider Why this role? * Be part of a team where high standards and great service really matter * Clear structure, real career development, and training opportunities * Join a company that values both its people and its clients If you are organised, proactive, and love keeping things running smoothly – we would love to hear from you