Korean speaking Global IT Service Desk Coordinator Job at England,London,City of London Full Time NEW

Our client, an industry leading global company, is looking for a Korean speaking Global IT Service Desk Coordinator.

The role will also support the IT team as the business prepares for a number of major initiatives, including Google Workspace adoption, AI enablement, Cleanroom support, service desk process improvement, and wider regional support integration.

This role is ideal for someone who combines practical IT support knowledge with strong communication, ownership, documentation discipline, and coordination skills. It is not a deep technical engineering role; however, the successful candidate must be confident handling service requests, coordinating escalations, communicating clearly with stakeholders, and supporting the maturity of a growing global service desk model.

[Key Responsibilities]
(1) Service Desk Operations
• Provide professional first-line and enhanced service desk support to users across London and selected regional/global offices
• Own tickets end-to-end, from initial logging through to resolution or appropriate escalation
• Ensure incidents and service requests are accurately recorded, categorised, prioritised, updated, and closed in the ITSM ticketing system
(2) Escalation & Coordination
• Coordinate escalations with senior IT team members, regional IT teams, clients and key vendors
• Work closely with senior IT colleagues to ensure issues are escalated appropriately and followed through to completion
(3) Technical Support
• Support troubleshooting for Windows, macOS, Microsoft 365, Google Workspace, VPN, access management, collaboration tools, and endpoint-related issues
• Support joiner, mover, and leaver (JML) processes with accuracy, consistency, and clear documentation
(4) Asset Management & Documentation
• Support IT asset management processes, including device allocation, return, check-in/check-out, lifecycle tracking, and audit readiness
• Maintain clear documentation, including knowledge base articles, SOPs, troubleshooting guides, onboarding materials, and service process documents
(5) Continuous Improvement
• Identify recurring support issues and recommend practical improvements
• Support Jira Service Management or equivalent ITSM process improvements
• Assist with ticket quality review, service trend analysis, recurring issue tracking, and basic reporting
(6) Global Service Coordination
• Act as a reliable coordination point for service desk operations, ensuring that support requests are properly tracked, followed up, communicated, and closed.
• Help maintain service continuity while the wider IT team delivers major initiatives, including Google Workspace adoption, AI enablement, Cleanroom support, asset management improvement, and ITSM process maturity.
• Coordinate service desk activity across users, internal IT teams, regional stakeholders, HQ contacts, client-side stakeholders, and key vendors.
• Help reduce dependency on senior IT team members by taking ownership of routine coordination, escalation tracking, user updates, and documentation.
(7) Project Support & Service Transition
• Support service desk readiness for major IT change initiatives, including user communication, support documentation, ticket categorisation, issue tracking, and escalation follow-up.
• Assist with the operational support impact of Google Workspace rollout, AI adoption, Cleanroom-related support, and regional support integration.
• Identify support patterns arising from new projects and help convert them into knowledge base articles, SOPs, and repeatable support processes.
• Provide clear feedback to senior IT colleagues on recurring user issues, service risks, and improvement opportunities.

[Requirements]
(1) Must be fluent in both Korean & English
(2) Strong stakeholder communication skills, including the ability to provide clear updates to users, managers, internal teams, vendors, and regional contacts.
(3) Proven experience in an IT service desk, helpdesk, endpoint support, or IT support coordination role
(4) Strong practical knowledge of Windows, macOS, Microsoft 365, Google Workspace, endpoint support, access management, and standard collaboration tools
(5) Experience using ITSM ticketing systems such as Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar
(6) Ability to coordinate effectively across users, internal IT teams, external vendors, and regional stakeholders
(7) Ability to create clear support documentation, SOPs, and knowledge base content
(8) Familiarity with ITIL or ITSM principles and frameworks preferred
(9) Hands-on experience with Jira Service Management, Confluence, or endpoint management tools preferred

[Conditions]
(1) Job location: London
(2) Hybrid: 3 days in the office & 2 days working from home
(3) Job type: full-time & 12 month contract (renewing up to 4 years and becoming permanent)
(4) Hours of work: 37.5 hour per week (some overtime work may be required for emergencies and projects)
(5) Annual basic salary: 40K (depending on experience)
(6) Performance based bonus, Pension, Income Protection, Health Insurance, Dental Insurance, Life Assurance, etc.
(7) Annual leave: 33 (25 holidays + 8 bank holidays)

[Before you apply]
(1) Korean language skill is essential
(2) The right candidate must be eligible to work full-time in UK immediately without any visa restriction. If you’re on any visa permitting full-time work in UK, please indicate your visa status in your CV and when it expires.
(3) Please send your CV in MS Word format
(4) ONLY right candidates will be contacted, and if your application is successful, we’ll contact you within 5 working days.