IT Helpdesk Support Coordinator

The Company

Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice.

We are looking for an IT Helpdesk Support Co-ordinator to be based in our office in Grange Park Office, Northampton (NN4 5FB).

The position holder will provide first-line technical support to internal customers, assisting them with hardware and software problems via phone, email, or face-to-face. You may have to travel to other sites to provide support.

You will be expected to work Monday to Friday on a rotational shift basis: 8am – 4pm/ 9am – 5pm/ 10am – 6pm with the opportunity to work remotely (Subject to Business Requirements).

Benefits of joining us

• Hybrid Working
• Salary range £26000.00 – 27000.00 (Subject to experience)
• 25 days holiday (excluding bank holidays)
• Company Pension Scheme
• Employee benefits i.e. Discount schemes including E-vouchers and gift cards, gym membership as well as a recognition platform
• Critical Illness Cover
• Tailored development and career opportunities
• Company sick pay*
• Employee Wellness initiatives – WeCare- includes 24/7 online GP, mental health support service, get fit programme and more
  
  
  

Key responsibilities:

• To answer emails and calls into the IT Helpdesk, accurately collating query details and raising IT Service tickets to address issues
• As appropriate, provide technical support for IT enquires, ie: password and login reset, file access, etc
• Support users in the use of computer equipment by providing necessary training and advice
• As appropriate and in accordance with procedures contact external technical support where problems cannot be resolved in house
• Proactively keep users informed on the status and progress of all incidents and manage user expectations regarding supplier support
• To accurately log all calls on Service Now (call logging system)
• Ensure that all SOP procedures are followed, or if amended are updated accordingly
• Have an awareness of recurring hardware or software problems, that may indicate a wider problem and escalate as appropriate
• Actively participate in sharing knowledge and experience and possible improvements within the team to support Yusen Business Services
• Manage P1 and P2 Priority Incidents by alerting relevant IT teams and business users.
• Build strong working relationships with customers and internal teams, generating good two-way communication and engagement.
• Ensure that customer enquiries, both verbal and written, are managed in a timely and professional manner.
  
  
  

Key requirements:

• Relevant first-line, helpdesk call centre experience
• Strong knowledge of Microsoft based operating systems (Windows 11)
• Experience in using and troubleshooting Microsoft Office 365
• Experience in using and troubleshooting Outlook within a network environment (permissions/calendar sharing/ and delegation)
• Basic understanding of PC hardware setup and configuration
• Excellent telephone manner and face-to-face communication skills
• MCP certification would be beneficial but is not essential
• Full driving licence as the role will require occasional travel around the UK
  
  
  

We thank all applicants for their interest, however, only those under consideration will be contacted.

Yusen Logistics is an equal opportunities employer, who encourages applications from all suitably qualified and eligible applicants regardless of their personal circumstances. We make our recruiting decisions solely based on the skillset and experience. Diversity allows us to create an inclusive environment, where our employees can strive and grow their potential.