Technical Support Coordinator

We are seeking a highly motivated Technical Support Coordinator to oversee and prioritise Ivanti ticket management within the CST Tech Ops team. This role is crucial in ensuring efficient resolution of technical issues while optimising response times and maintaining service excellence. The successful candidate will be responsible for managing key performance metrics, workload distribution, and cross-team collaboration to enhance delivery and make our process’ more efficient.

Responsibilities

Oversee and prioritise Ivanti tickets for CST Tech Ops to ensure prompt resolutions communicating goals and deadlines to team members; Monitor and analyse key performance metrics to boost response times and optimise ticket resolution rates; Manage the teams workload to ensure that user service is restored as quickly as possible; Collaborate with other CST teams to streamline ticket management and ensure timely resolutions; Proactively manage the complete ITSM workload including the Network, Wintel and UNIX systems, Web Access, VPNs and firewalls; Assist the Tech Ops team to ensure incidents and requests are kept within SLA; Liaising closely with other team members and departments to ensure that all Incidents are dealt with within contracted SLA timescales; Actively looking for ways to drive the ticket numbers down in the queue; Responsible for ensuring the timely restoration of service or escalating where necessary; Monitor procedures, review, and update, as necessary; Identify and produce new procedures as appropriate; Be able to work 7.5 flexible working hours, 8-6; Get involved in any other business activities as required

Requirements

Experience working within a support role; Have an understanding of Ivanti and PowerBi; Some understanding of networking; Some understanding of Windows; Some understanding of UNIX environments; Stakeholder Management Experience; Ability to work 7.5 flexible working hours, 8-6; Candidates must be able to demonstrate a pre-existing right to work and travel within the UK

Nice to have

First Line Experience

Benefits

Private Medical Cover funded by NEC for Employees; 25 days paid holiday with the option to buy/sell; 4 x basic salary life assurance cover funded by NEC; Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%; A selection of flexible benefits to suit your individual needs; Free access to LinkedIn Learning