IT Team Coordinator - Service Desk

Job Description

As an IT Team Coordinator – Service Desk, you will be part of our Global IT Support team and play a key role in ensuring incidents and service requests are handled in a structured and reliable manner. You will join a truly international organisation with a clear mission and strong growth ambitions, where dependable IT support is essential for daily operations.

Your primary focus will be to lead and support the team, ensure smooth day-to-day operations, and step in on more complex cases when required.

Key Responsibilities

Team Management

• Lead and develop a regional team of Service Desk Specialists.
• Establish clear ways of working, provide constructive feedback, and support team performance.
• Drive continuous improvement of daily operations and team routines.
• Collaborate closely with IT management on priorities and service development.

IT Service Management

• Prioritise incidents and service requests, ensuring timely and reliable resolution.
• Handle global tickets and contribute to the global IT support organisation.
• Escalate suspected security incidents to Group Security.
• Identify recurring issues and initiate improvements together with Service Owners.
• Ensure tickets are properly tracked in the ITSM system and users receive regular updates.

User Support

• Coordinate onboarding and offboarding processes.
• Support users in complex cases with clear, friendly communication.
• Explain policies and handle requests beyond the standard scope of the team.

Asset Management

• Ensure laptops, phones, and other equipment are prepared and delivered on time.
• Maintain and update asset data in the system.
• Manage local IT equipment and inventory in your region.