Support Desk Call Handler/Scheduler

Due to business expansion we are looking for an IT Support Desk Call Handler/Scheduler to join our growing help desk support team based in Pride Park, Derby.

The IT Support Desk Call Handler/Scheduler plays a crucial role in providing effective and efficient technical support to end-users within an organisation. This position requires exceptional customer service skills, and the ability to multitask in a fast-paced environment. The Call Handler/Scheduler is responsible for promptly responding to incoming calls and scheduling appropriate resources to address support requests. This role requires strong communication skills, problem-solving abilities, and a commitment to delivering high-quality service.

Working hours Monday -Friday 9 – 5:30pm

Think this could be you? Apply today by sending a CV and covering letter to

IT Support Desk


Call Handling:

  • Answer and manage incoming calls from end-users seeking technical assistance.
  • Provide exceptional customer service by actively listening, empathising, and resolving technical issues or escalating them to the appropriate level of support.
  • Gather relevant information from callers to accurately log and document support tickets.
  • Ensure proper follow-up on all open tickets to keep end-users informed of progress and resolution.

Technical Support:

  • Troubleshoot and resolve IT-related problems by identifying the root cause and applying appropriate solutions.
  • Provide basic technical guidance to end-users on hardware, software, and network-related issues.
  • Assist in setting up user accounts, passwords, and access rights in various systems.
  • Collaborate with other colleagues to resolve complex technical issues and escalate problems when necessary.

Scheduling and Resource Management:

  • Schedule and coordinate IT support resources to ensure timely resolution of support tickets.
  • Prioritise and allocate resources based on the urgency and criticality of support requests.
  • Maintain an organised schedule and ensure efficient utilisation of available resources.
  • Communicate with IT technicians and engineers to confirm availability and assignments.

Documentation and Reporting:

  • Maintain accurate and up-to-date documentation of support tickets, including detailed descriptions of issues, resolutions, and actions taken.
  • Generate regular reports on call volume, response times, ticket status, and other relevant metrics.
  • Identify recurring issues and provide suggestions for process improvements to enhance overall efficiency and customer satisfaction.

Customer Service and Training:

  • Ensure a positive and professional experience for end-users by delivering exceptional customer service.
  • Provide basic IT training and guidance to end-users to promote self-service and reduce support dependency.
  • Stay up to date with technological advancements and industry trends to continuously enhance knowledge and skills.


About you

  • Proven experience as a call handler or in a customer support role, preferably in an IT environment.

  • Strong knowledge of computer systems and software applications.

  • Familiarity with ticketing systems and remote support tools.

  • Excellent communication and interpersonal skills.

  • Ability to handle multiple tasks simultaneously and prioritise effectively.

  • Strong problem-solving and analytical abilities.


  • 25 Days Annual Leave + Bank Holidays
  • Training & Career Development
  • Annual Pay Reviews
  • Team Socialising & Events


£ 22,000 per year, plus monthly commission (10%)

9am - 5:30pm


In House

Full Time