Technical Helpdesk Coordinator

Role Purpose

The Technical Helpdesk Coordinator is responsible for the structured intake, triage, assignment, coordination, and monitoring of technical support tickets for our UK based client. This role also plays a key part in remote diagnostics and resolution of issues relating to CCTV, Access Control and Visitor Entry systems, ensuring fast, compliant, and highquality technical support.

Key Responsibilities

1. Ticket Intake & Triage

• Operate the central technical support queue (Odoo Service/Helpdesk).
• Capture essential ticket metadata (site, asset type, SLA, HRB status, safety level, NSI/BS EN tags).
• Prioritise according to SLA, severity, and risk.
• Validate report details and request clarifications where needed.

2. Remote Diagnosis & Technical Resolution

• Perform remote diagnostics on CCTV, Access Control and Visitor Entry systems, including device connectivity, configuration checks, firmware validation, system health status and networkrelated assessments.
• Provide remote firstline and secondline fixes where possible, reducing onsite engineer deployment.
• Guide clients, caretakers, or field engineers through remote troubleshooting steps.
• Escalate to L3 Technical, Product, IT/Digital, or vendors when deeper investigation is required.
• Document findings, root causes, and final resolutions clearly within ticketing records.

3. Assignment & Escalation

• Allocate tickets to L1/L2 field engineers, L3 Technical Support, IT/Digital Services, suppliers, or Compliance per the resolver matrix.
• Follow escalation SOPs for lifesafety, HRB, or highrisk incidents.
• Manage vendor escalations and track RMA, firmware fixes, or patch outcomes.

4. Progress Tracking & Communication

• Monitor ticket progress from creation to closure, ensuring SLA compliance.
• Maintain clear communication with customers, internal teams and engineers.
• Ensure structured handoffs between Operations, Technical and Quality & Compliance for NCRs, safety alerts, or audit requirements.

5. Documentation & Golden Thread

• Maintain accurate logs, attachments, diagnostic notes, and decision trails.
• Tag HRBrelevant tickets and ensure outputs contribute to BSA competence, evidence packs and Golden Thread expectations.
• Help maintain and improve knowledge base articles, troubleshooting trees and settings guides.

6. Insight & Continuous Improvement

• Provide data inputs for Pareto, trend and monthly Top 10 analysis.
• Highlight recurring technical issues requiring design changes, training or supplier interventions.
• Support Technical Support Analyst in creating insight packs and continuous improvement initiatives.

7. Stakeholder Coordination

• Liaise with engineers, schedulers, suppliers, project teams and clients.
• Communicate technical insights in clear, accessible language.
• Assist with service reviews, performance reporting and internal updates.

Experience, Knowledge & Skills

Experience

• Experience in a technical helpdesk, coordination or IT/network support environment.
• Beneficial: exposure to CCTV, access control, intercoms/visitor entry systems, or IPbased electronic security devices.
• Experience with remote troubleshooting platforms and ERP/ticketing systems (Odoo preferred).

Technical Skills

• Ability to diagnose basic to intermediate faults remotely (networking, device connectivity, configuration).
• Understanding of common security system architectures (controllers, readers, cameras, door stations, servers/NVRs).
• Familiarity with NSI/SSAIB/BS EN standards desirable.

Core Competencies

• Strong organisational and prioritisation skills.
• High attention to detail and documentation discipline.
• Excellent communication skills, both written and verbal.
• Calm, analytical approach under pressure.
• Customerfocused, proactive, and collaborative.

Why Join JMTECH?

• Work with a leading UK technology provider in an essential, regulated industry.
• Work within a modern, digitallyaligned support environment.
• Opportunity to develop into Technical Analyst, L3 Support, Training or Compliance roles.
• Supportive leadership and an improvementfocused culture.