Service Desk Co-ordinator

Job description

Microbyte is looking for someone who genuinely cares about tickets landing with the right person at the right time. Someone who hates seeing a request go quiet, and who takes real pride in a service desk that flows. Someone who knows that a well-run queue is never luck, it is the result of somebody paying close attention. This role sits in the engine room of our service desk, with real responsibility for how work flows through it. You may have come up through a service desk yourself and found you had a knack for organising the work around you, or you may have experience in a coordination or dispatch role. Either way, you combine enough technical understanding to read a ticket and judge it properly with the organisation and persistence to keep a busy desk moving. Are you the kind of person who spots a ticket going stale and cannot leave it alone? Do you enjoy working alongside engineers, understanding their workloads and helping them prioritise? Have you been looking for a role where your organisation and judgement directly shape the customer experience? This is a role with real day-to-day responsibility. You will drive the dispatch process alongside the team, keep queues healthy, and make sure every ticket sits with the engineer best placed to resolve it. You will be a familiar, trusted voice for clients wanting updates, and a steady hand for the engineers around you. At Microbyte, we pride ourselves on providing cutting-edge technologies with a fast-paced team of forward thinkers. If you see yourself being involved in an ever-growing MSP with friendly, collaborative offices in the UK, UAE and US, then this could be the role you are looking for. Duties and Responsibilities Manage ticket dispatch alongside the wider service desk team, aligning the right tickets to the right engineers based on skill set, workload and urgency Carry out 72 hour checks to catch stale tickets, chasing updates and moving them forward before clients need to ask Run regular case rundowns with engineers, reviewing their ticket lists to help them prioritise and keep workloads balanced Handle customer queries on ticket progress with clear, honest and timely updates Monitor queues throughout the day, spotting bottlenecks early and rebalancing work where needed Escalate risks, ageing tickets and capacity concerns to leadership before they become problems Identify recurring patterns in ticket flow and feed improvements back into how the desk operates Keep dispatch and scheduling information accurate in our ticketing system so the whole team can trust it Required Experience / Skills A genuinely positive outlook, able to stay optimistic and constructive in a busy, reactive environment Experience on an IT service desk (1st or 2nd line), in a service coordination or dispatch role, or ideally a blend of both Enough technical understanding to read a ticket and judge its urgency, complexity and best owner Highly organised and methodical – you can remain composed when the helpdesk gets busy A confident, friendly communicator with clients and engineers alike A natural sense of ownership, comfortable chasing, nudging and following through until things are done Familiarity with PSA or ticketing systems is an advantage Desirable Experience in an MSP environment Exposure to SLAs, triage processes or engineer scheduling Location and Salary Full time, office-based at our Peterborough Head Office. Monday to Thursday: 08:45 to 17:30 | Friday: 08:00 to 17:30. Salary: £30,000 to £40,000 dependent on experience.