IT Helpdesk Coordinator

Role Summary

The IT Helpdesk Coordinator is a newly created role within ITG's IT department, designed to bridge the gap between the technical helpdesk team and the wider business. This is not a technical support role. It is a coordination, administration, and communication role that requires someone who is exceptionally organised, proactive, and confident managing multiple workstreams simultaneously.

The successful candidate will take ownership of the non-technical operations that currently sit with our IT Helpdesk Technicians, freeing them to focus entirely on technical resolution work. You will act as the central point of coordination for hardware logistics, asset management, licence requests, procurement, and supplier communication across all ITG office locations.

A basic familiarity with IT environments, such as an understanding of software licensing, hardware assets, and common business applications, is desirable, but deep technical knowledge is not required. What matters most is your ability to coordinate effectively, communicate clearly, and keep multiple workstreams moving at once.

Key Responsibilities

Hardware Logistics and Device Management

• Coordinate the collection and delivery of IT equipment for new starters and leavers within the UK, working closely with HR, line managers, and the individuals involved.
• Manage international equipment collections and deliveries for remote or overseas staff, ensuring shipping is arranged in a timely and cost-effective manner.
• Check and maintain device stock levels across multiple ITG office locations, reserving devices for incoming starters, hardware swaps, or other user requirements in line with the Monday.com hardware specification and job title matrix.
• Proactively monitor incoming leaver volumes to predict whether existing returned stock will meet upcoming starter demand, escalating to the procurement process when new stock is required.

Asset Register and Inventory Management

• Administer ITG's Asset Management System (SnipeIT), including checking equipment in and out, maintaining accurate device statuses, and ensuring all hardware specifications and user assignments are fully up to date.
• Ensure the ITG asset register is consistently accurate and audit-ready, acting as the primary owner of asset data quality.
• Manage the equipment recycling process end to end: logging archived devices (make, model, serial number), liaising with the recycling vendor, and ensuring all activity aligns with ITG's IT recycling policies.

 Procurement and Stock Management

• Liaise with the ITG Procurement Team to initiate and progress hardware and peripheral orders when stock falls below minimum thresholds.
• Source and order equipment and peripherals via Amazon and other approved suppliers, tracking deliveries across all sites and coordinating with on-site technicians to confirm receipt and requirements.
• Manage the end-to-end procurement administration for standard IT equipment, maintaining clear records of orders, delivery statuses, and associated costs.

 Mobile Device and SIM Management

• Administer the company mobile management portal, assigning SIM cards to users as required and ensuring the mobile device register is kept fully accurate and current.
• Coordinate the provisioning and return of mobile devices for starters and leavers in line with standard ITG processes.

 Software Licence and Seat Management

• Handle software licence and seat requests for platforms such as Claude, Lucid, Figma, and others. Liaise with users to understand and document their business justification, then seek approval from the Commercial Team before progressing requests.
• Maintain an accurate record of licence assignments, ensuring allocations reflect actual business need.

 Repairs and Vendor Coordination

• When a device requires repair, contact approved repair vendors to obtain competitive quotes, track progress, and update the relevant Halo ticket with timely and accurate status updates.
• Build and maintain effective working relationships with key external vendors, including hardware suppliers, repair providers, and recycling partners.

 Helpdesk Queue and Proactive Administration

• Regularly review the Halo helpdesk ticket queue to identify tasks that fall within the administrative or coordination remit of this role, proactively picking these up without waiting to be directed.
• Take ownership of any non-technical work within the IT team's workflow, ensuring that technicians are not pulled away from technical resolution work by administrative tasks.
• Maintain clear and professional communication with end users, HR, line managers, and other stakeholders throughout the lifecycle of any request or task.

Required Skills and Experience

Coordination and Organisation

• Outstanding organisational skills, with the ability to manage multiple concurrent workstreams and track assets, orders, and requests across several office sites.
• Strong coordination and communication abilities, including confident liaison with internal teams such as HR, Procurement, and Commercial, as well as external suppliers.
• Proactive and self-motivated approach; comfortable identifying work that needs doing and acting on it without being directed.
• High attention to detail, as accuracy is critical when maintaining asset registers, licence records, and procurement logs.

 Communication and People Skills

• Strong written communication skills, including the ability to produce clear emails, status updates, and documentation.
• A collaborative and approachable manner, with the ability to work effectively as part of a close-knit IT team.

 Technical Awareness

• Proficient with standard business software including Microsoft 365 (Outlook, Excel, Teams).
• Basic familiarity with IT concepts such as hardware asset management, software licensing, and procurement is expected; deep technical knowledge is not required.
• A basic understanding of technology procurement processes, including how hardware and software are sourced, ordered, and managed within an IT environment.

 Desirable Skills and Experience

• Prior experience in an IT administration, IT coordination, or IT helpdesk support role.
• Familiarity with asset management systems such as SnipeIT or similar ITAM tools.
• Experience using helpdesk ticketing platforms, particularly Halo ITSM.
• Experience using project or task management tools such as Monday.com.
• Exposure to mobile device management portals or SIM provisioning platforms.
• Experience coordinating supplier relationships or managing procurement administration.
• Understanding of GDPR considerations in the context of device handling and data destruction.

 Key Working Relationships

• IT Helpdesk Manager: direct manager and day-to-day point of escalation.
• IT Service Technicians: primary colleagues; working closely to offload administrative and coordination tasks.
• HR Team: coordination of starter and leaver device logistics.
• Procurement Team: raising and progressing hardware and peripheral orders.
• Commercial Team: obtaining approvals for software licence and seat requests.
• External Vendors: repair companies, hardware suppliers, and recycling partners.

 Key Performance Objectives

• Asset register accuracy maintained at all times, with no outstanding discrepancies.
• Starter and leaver device logistics completed on time, with no delays reported by HR or line managers.