Skills

Communication Customer Service Process Improvement

Job Specifications

Technical Services Coordinator

Hours: 8:30am – 5:30pm | Monday – Friday

Location: Finedon, Northamptonshire

Are you an organised, proactive professional with a passion for coordination and customer service? Dufeu IT Solutions Ltd, an award-winning Managed Service Provider, is looking for a Technical Services Coordinator to join our dynamic team in Finedon. With over a decade of experience supporting 100+ businesses nationwide, we’re committed to delivering excellence in IT, Cyber Security, VoIP, Print, and Mobile services.

As a Technical Services Coordinator, you’ll play a pivotal role in ensuring the smooth delivery of our technical services and projects. You’ll be the central link between our technicians, customers, and internal teams—managing service tickets, scheduling onsite visits, tracking KPIs, and supporting project execution.

You’ll be joining a collaborative, professional team that values innovation, continuous improvement, and exceptional service.

What You’ll Be Doing:

Ticket Management & Dispatch
Allocate service tickets based on SLAs, technician availability, and priority.
Ensure accurate categorisation and timely updates.
Monitor ticket progress and escalate delays.
Scheduling & Coordination
Organise reactive and proactive onsite visits.
Communicate with customers to confirm appointments and manage expectations.
Maintain and adjust service calendars and project milestones.
KPI Tracking & Reporting
Monitor key metrics like response/resolution times and customer satisfaction.
Resolve stale/overdue tickets and prepare regular reports.
Process Improvement & Collaboration
Work with technical teams to streamline workflows.
Support project managers with resource coordination.
Contribute to SOPs and maintain ISO standards (ISO9001 & ISO27001).

What We’re Looking For:

Excellent organisational and multitasking skills.
Strong written and verbal communication.
Experience with ticketing/service desk platforms (e.g., Autotask, ConnectWise).
Detail-oriented and proactive mindset.
Ability to thrive independently and in a team.
Prior experience in service coordination or technical scheduling is highly desirable.

Ready to take the next step in your career with a forward-thinking IT company? Apply now to become part of a team that values your contribution and supports your growth.

About the Company

Dufeu IT is a Technology Service Provider (TSP) based in the UK providing IT Support, Cybersecurity, VoIP, Microsoft Cloud, and AI services and solutions to SMB's across the world. Know more