Graduate Service Desk Coordinator
Graduate Service Desk Coordinator
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Job Description
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 Path
Over 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 To
This 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.
Employment Type
Full Time
