IT Helpdesk Coordinator Job at Edinburgh Full Time NEW

An established and growing UK business is looking to appoint an organised, proactive and technically capable IT Helpdesk Coordinator to support and coordinate day-to-day IT activity across the organisation.

This is a hands-on role suited to someone with strong first- and second-line IT support experience who is ready to take on more responsibility. You will act as a key point of contact for IT support requests, helping colleagues resolve issues, coordinating with external IT providers and ensuring that tickets, equipment, access and IT processes are properly managed.

The role would suit an experienced IT Support Analyst, Service Desk Analyst, Senior Helpdesk Technician, IT Coordinator or Helpdesk Lead who enjoys solving problems, supporting users and improving how IT support is delivered.

This is not a purely technical back-office role. We are looking for someone who can combine practical IT knowledge with strong organisation, communication and follow-through.

Key responsibilities

• Act as a key point of contact for IT support requests, incidents and service issues.
• Log, prioritise, track and manage IT helpdesk tickets through to resolution.
• Provide hands-on first- and second-line support where appropriate.
• Support users with Microsoft 365, Windows devices, Outlook, Teams, printers, phones, connectivity and core business systems.
• Escalate more complex technical issues to external IT providers or specialist suppliers.
• Liaise with third-party IT support partners to ensure issues are progressed and resolved.
• Support new starter and leaver processes, including equipment setup, account access and permissions.
• Maintain records of IT assets, devices, licences, users and support activity.
• Help manage laptops, desktops, mobile devices, printers and other business technology.
• Monitor recurring issues and identify practical ways to improve systems, processes and user experience.
• Support basic cyber security processes, including access control, password practices, updates and user awareness.
• Maintain IT documentation, user guidance and internal support procedures.
• Communicate clearly and professionally with colleagues at all levels of the business.
• Support wider operational or business improvement projects where IT input is required.

About you

We are looking for someone who is reliable, practical and confident dealing with a wide range of IT support queries. You should be technically capable, but also comfortable coordinating people, suppliers and priorities.

You should have:

• Previous experience in an IT support, helpdesk, service desk or IT coordination role.
• Good working knowledge of Microsoft 365, Windows, Outlook, Teams and common business applications.
• Experience supporting laptops, desktops, mobile devices, printers and general user hardware.
• Experience using a helpdesk or ticketing system, or working within a structured support process.
• Strong problem-solving skills and the ability to prioritise competing requests.
• Confidence dealing with both technical and non-technical users.
• Good supplier management and escalation skills.
• Excellent attention to detail and record-keeping.
• A calm, professional and helpful approach under pressure.
• The ability to explain technical issues in clear, straightforward language.
• A proactive mindset and a willingness to improve how things are done.

Desirable experience

The following would be helpful but is not essential:

• Experience working in a multi-site, operational, manufacturing, logistics, engineering or field-based business.
• Experience coordinating an outsourced IT provider.
• ITIL Foundation or awareness of IT service management principles.
• Experience with device builds, user onboarding, licence management and asset registers.
• Basic understanding of networking, connectivity, cyber security and access management.
• Experience supporting ERP, CRM, finance, stock, warehouse, logistics or operational systems.
• Previous experience as a Senior IT Support Analyst, Helpdesk Lead, IT Coordinator or Service Desk Team Leader.

What we offer

• Salary of £32,000–£35,000 per year, depending on experience.
• Full-time, permanent role.
• Opportunity to take ownership of day-to-day IT support coordination.
• Varied, hands-on role in a growing business.
• Close working relationship with operational teams and senior stakeholders.
• Scope to improve IT processes, documentation and supplier performance.

Apply

Please apply with your CV, outlining your relevant experience in IT support, helpdesk coordination or service desk environments.

Pay: £30,420.00-£35,565.09 per year

Benefits:

• Company pension
• Private medical insurance

Work Location: In person