Helpdesk Co-Ordinator
Coordinates tickets and maintenance requests for InPost UK's smart locker network — raising, prioritising and escalating issues within SLAs, liaising with maintenance engineers and internal departments, checking CCTV, and producing daily reports to reduce locker downtime. Not a call centre or IT support role; work is via email and ticketing software (e.g. JIRA, ServiceNow), hybrid from Hemel Hemps
- Compensation
- Not disclosed
- Location
- Hemel Hempstead, GB
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Highly organised and process oriented
- Proven ability to manage multiple priorities
- Brilliant customer service skills and approach to issue resolution
- Excellent written and verbal communication
- Effective time management with high attention to detail
- Great critical thinking and problem-solving skills
- Ability to express initiative and take ownership of tasks
Nice to have
- Experience using a ticketing system (e.g. JIRA, EAM, ServiceNow) to log, manage and allocate issues
Full description
Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? If so, read on, as we’re looking for a Helpdesk Co-Ordinator to join our Network Health team!
Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel.
At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door.
About the role:
As a Help Desk Coordinator at InPost, you will raise and update tickets, prioritise issues and assist with queries from other departments to keep on top of locker maintenance requests. As part of a small, close knit team you will play an important role in helping us to reduce locker downtime to keep our customers delighted and parcels moving.
What you’ll be doing:
- Manage tickets by raising, updating, prioritising, and escalating within SLA lead times, and ensure accurate updates in the ticketing system
- Direct tickets to the appropriate departments efficiently & discuss potential fix outcomes with teams
- Act as the primary contact for reported faults affecting our locker network
- Build and maintain strong relationships with maintenance engineers and internal teams
- Prepare and send out daily reports, including managing the planned downtime list
- Promptly and effectively respond to queries from other departments and manage expectations
- Verify issues by checking CCTV when necessary
- Continuously update documentation throughout the day
- Audit newly added lockers to the network for compliance and performance
- Monitor and ensure the capacity of lockers to meet customer demands
⚠️ Please note, this is not a call centre or IT support role. You'll predominantly be responding to queries and allocating works via email and our ticketing software. Hours are 8:30 - 5:30 (40hr work week)**
What we need from you:**
- Highly organised and process oriented
- Proven ability to manage multiple priorities