Graduate Service Desk Coordinator

Innovate Skillsource Ltd.

  • Co Wexford
  • Permanent
  • Full-time
  • 7 days ago
  • Apply easily
INNOVATE is an established ICT Services company based in Co. Wexford, delivering secure, modern, and resilient IT infrastructure solutions to organisations across Ireland. We are seeking passionate graduates to join our 2-Year Graduate Programme as Customer Advocates within our Service Desk Team. This role is designed for individuals who want to champion the customer experience, ensuring every interaction is handled with care, urgency, and professionalism.As the first point of contact, you will be the voice of the customer advocating for their needs, coordinating technical support, and ensuring their issues are resolved efficiently. You will gain hands-on experience in IT service delivery, develop a deep understanding of customer-centric support, and build a pathway into roles focused on service excellence, customer success, or technical leadership.Key Responsibilities
  • Serve as the primary advocate for clients, ensuring their service requests are understood and prioritised.
  • Log, triage, and assign tickets using ConnectWise or similar ITSM platforms.
  • Coordinate with engineers to ensure timely and empathetic issue resolution.
  • Monitor ticket queues and escalate where necessary to meet SLAs and customer expectations.
  • Assist in scheduling and dispatching engineers for onsite and remote support.
  • Maintain clear and accurate documentation of service activities and client communications.
  • Support the preparation of service performance reports, highlighting customer impact.
  • Shadow engineers to gain exposure to Level 1 troubleshooting and IT fundamentals.
Development PathOver the 2-year programme, you will:
  • Build a strong foundation in customer-focused IT service delivery.
  • Develop skills in communication, empathy, and problem-solving.
  • Gain exposure to core IT concepts such as networking, cloud, and cybersecurity.
  • Progress from coordination into hands-on support or customer success roles.
  • Learn ITIL practices and service desk management principles.
  • Choose a career track towards Customer Success, Service Delivery Management, or technical specialisation.
  • Receive mentoring, structured training, and on-the-job learning.
What This Role Can Lead ToThis role is a stepping stone to:
  • ITIL Process Owner or Analyst driving service improvements and customer-centric processes.
  • Specialist Technical Roles in Infrastructure, Networks, or Cybersecurity, with a strong customer lens.
What Were Looking For
  • A recent graduate with a 3rd level qualification in IT, Computer Science, Engineering, Business, or a related field.
  • A genuine passion for technology and customer experience.
  • Excellent communication and organisational skills.
  • A proactive, empathetic mindset with a drive to solve problems.
  • Strong attention to detail and a collaborative spirit.
  • Familiarity with Microsoft Office 365, Teams, or ticketing systems is an advantage.

Innovate Skillsource Ltd.