IT Service Desk Coordinator

About the role

Eurofins Scientific is looking for an IT Service Desk Coordinator who coordinates first-line support for IT systems users across an assigned scope. The role coordinates workload, priorities, coverage and escalations, monitors incidents and requests, applies support procedures and ITSM processes consistently, and coordinates handovers to other support capabilities. It also identifies recurring issues and knowledge gaps, and improves first-line resolution and the user-support experience.

Key responsibilities

• Lead the Service Desk during each shift: set priorities, communicate changes, answer questions, delegate work and ensure agents know their next steps.
• Monitor BMC Helix queues and Webex contact centre activity, assign tickets equitably and coordinate handovers across regions.
• Maintain shift and absence coverage plans, arrange backup support and escalate capacity risks.
• Ensure accurate ticket documentation, classification, updates and closure, and escalate issues to the right teams.
• Support major incident bridges, include stakeholders, record decisions and actions, and communicate outages clearly.
• Audit tickets, review SLAs and aging exceptions, give feedback, keep coaching records and help with performance processes.
• Coordinate onboarding, shadowing, cross-training and knowledge transfer, and keep SOPs, knowledge articles and training materials up to date.
• Set expectations, run one-on-ones and team check-ins, and foster a customer-focused team culture.
• Handle administrative tasks such as weekly time records in WTAS, leave requests and expense reports, and complete annual HR and EtQ training.

Required profile

• High school diploma or equivalent.
• 3 to 5 years of experience in a leadership role.
• Progressive experience in enterprise end-user support, including troubleshooting, ticket ownership, queue management and escalation coordination.
• Demonstrated experience leading, coordinating or mentoring an IT support team, covering workload assignment, coverage planning, onboarding, coaching and training.
• Proficiency with an ITSM platform such as BMC Helix or ServiceNow.
• Working knowledge of Windows, Microsoft 365, Active Directory, remote support tools, endpoint management, software deployment, printers, VPN and basic network troubleshooting.
• Clear English, written and spoken, able to explain technical topics to non-technical people.

What we offer

• Good working environment.
• Opportunities for growth and development.
• Lunch and transportation included.