Helpdesk Coordinator

Job description

Location
Hybrid - Maidstone

Job Summary
ABOUT US

Apogee is one of the UK's leading managed workplace services providers and part of HP Inc. We are a people-focused business that invests in career development, wellbeing and creating opportunities for our colleagues to grow. Alongside a competitive benefits package, we support professional development, community volunteering, wellbeing initiatives and employee recognition throughout the year.

We are committed to creating an inclusive workplace where everyone feels valued and supported. As a Disability Confident Employer and Armed Forces Covenant Bronze Award holder, we welcome talent from all backgrounds and are passionate about helping people succeed, whether they are taking the next step in their career or returning to work after a break.
JOB DETAILS

Are you a highly organised multitasker who thrives in a fast-paced support environment?

We're looking for a proactive, customer-focused Helpdesk Administrator, Resource Planner & Coordinator to join our busy Service Operations team. This is a pivotal role that sits at the centre of our Managed Print Services (MPS) and End User Computing (EUC) support functions, ensuring customers receive a seamless service and engineers are deployed efficiently.

This role would suit someone who is incredibly organised, enjoys variety in their day, can confidently manage multiple mailboxes and priorities, and remains calm when dealing with urgent requests. If you're super switched on, enjoy coordinating people and resources, and have excellent office administration skills, we'd love to hear from you.

As the central point of contact for customers, engineers and internal teams, you will coordinate the day-to-day delivery of support services, ensuring tickets are logged, assigned, scheduled and progressed in line with service level agreements.

You'll be responsible for managing busy support queues and mailboxes, coordinating field and remote engineers, booking installations, updating customers, processing chargeable requests, and ensuring priority incidents receive immediate attention.

No two days are the same, making this an ideal opportunity for someone who enjoys a varied workload and can confidently juggle multiple responsibilities.
Key Responsibilities

• Monitor and manage multiple shared support mailboxes and service queues.
• Log, triage, assign and progress support tickets.
• Coordinate and schedule field-based and remote engineering resources.
• Book installations, service visits and technical appointments.
• Provide timely updates to customers and internal stakeholders.
• Prioritise and escalate urgent or high-priority incidents.
• Process chargeable service requests and maintain accurate records.
• Ensure service requests are managed in line with SLA requirements.
• Liaise with engineers, suppliers, customers and operational teams.
• Support reporting, administration and service coordination activities.
• Help maintain excellent customer service standards and operational performance.

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break, however, we can be flexible if you want to start earlier or later, This role also offers flexibility to work from home, typically two days per week for a five-day working week
SKILLS AND EXPERIENCE REQUIRED

We're looking for someone who can hit the ground running and bring exceptional organisation and coordination skills to the team.

• Previous experience within a Helpdesk, Service Desk, MSP, or customer service environment.
• Strong administration and coordination skills.
• Excellent organisational skills with the ability to manage multiple priorities simultaneously.
• Experience assigning and coordinating work across technical or operational teams.
• Strong customer service and communication skills.
• Ability to remain calm and effective when managing urgent or high-priority incidents.
• Strong Microsoft Office skills, particularly Outlook and Excel.
• Comfortable managing multiple inboxes, tasks and deadlines simultaneously.
• A proactive, resourceful and highly organised approach to work.

We value candidates with AI literacy - individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward-thinking business.