Service Desk Support Coordinator

Royal College of Radiologists

Hours
35 hours per week

About the Organisation

Royal College of Radiologists (RCR) is the leading professional membership body for clinical radiologists and clinical oncologists, and a registered charity that educates and supports doctors throughout their careers. With over 14,000 members in the UK and internationally, together we’re contributing to the advancement of each new generation of doctors and helping to improve patients’ lives.

We require a broad range of skills and experience to deliver our strategic goal of increasing the clinical radiology and clinical oncology workforce, which will ultimately lead to improving imaging and cancer care services for all. If you’re inspired by our strategy and values and are passionate about helping us meet our ambitious goals in an environment that celebrates differences, values diversity, and recognizes that everyone here plays a role in the success of the College, then we encourage you to consider a career at the RCR.

About the role

The Service Desk Support Coordinator is responsible for delivering high-quality customer-focused IT and Audio-Visual support services for the College’s colleagues (staff), Officers (Trustees), and external Examiners, as well as remote workers and other users of RCR’s offices. Duties include acting as the primary point of contact for enquiries and issues, handling requests for information or assistance, managing access to products, services, or systems, and processing and fulfilling service requests to established standards.

Responsibilities

End User Support:

• Provide technology support via the IT Service Management platform (Freshservice), Email, phone calls, Microsoft Teams, and in-person interactions in accordance with agreed Service Level Agreements (SLAs).
• Ensure Service Desk Tickets are kept up-to-date in the IT Service Management platform (Freshdesk) and actioned appropriately.
• Provide resolution of user IT incidents which affect the College’s technology systems (hardware & software), and associated facilities, including Audio-Visual & Video Conferencing.
• Create and maintain technical documentation so it can be referenced by colleagues as a self-service resource.
• Provide basic IT training for colleagues via employee on-boarding inductions, staff presentations and drop-in sessions.
• Escalate problems to the Service Desk Manager that are recurrent or require longer-term or specialist attention to improve service quality and reliability.
• Work closely with the HR Team to ensure a smooth onboarding and offboarding process for all employees, making sure that IT-related equipment and accounts are actioned in line with agreed SLAs.
• Provide 1st line support and triage of incidents for the Salesforce CRM system, escalating to the Digital Products Team using agreed procedures and processes where appropriate.

Equipment and Resource Management:

• Ensure technology resources and equipment are deployed and managed in accordance with RCR’s Asset Management process.
• Liaising with third-party Service Providers as and when required to assist in resolving issues and fulfilling service requests.
• Maintain the IT Knowledge Base with guidance on various IT systems used by colleagues for self-service and internal IT technical reference.
• Assist in supporting the College’s network and server infrastructure as needed.
• Undertake proactive maintenance of systems in line with the IT Change Management Policy where appropriate.

Examinations Support (including outside of normal business hours)

• Support on-site examinations delivery
• Assist with the on-site set-up and testing of IT equipment and software needed for examinations.
• Provide technical support and guidance to College examiners.

Meeting Room Support:

• Ensure Meeting Rooms have well-maintained and reliable IT equipment (including Audio-Visual and Video Conferencing).
• Provide support for the effective operations of meetings and events hosted in the RCR offices.

General:

• Support the College’s sustainability policies to reduce its carbon footprint.
• Maintain and manage records in accordance with RCR’s data protection policy and guidance.
• Maintain documentation on all activities carried out.
• Undertake such duties appropriate to the level of the postholder’s experience as may be required, as directed by the Service Desk Manager or Head of IT.

Internal Working Relationships:

• IT Department team members.
• Digital Products Department team members.
• Exams Team
• All College colleagues (staff) and Officers.

External Working Relationships:

• Examiners.
• Key technology suppliers and partner organizations.

Skills, Competencies, Experience & Attributes

Knowledge, Qualifications & Experience:

• Experience with recording and tracking IT issues using a Ticketing system.
• Familiarity with supporting Windows 10 Pro or Windows 11 Pro and macOS, undertaking PC builds (including installation of software packages), and patching using automated deployment tools.
• Good knowledge of using and troubleshooting Microsoft 365 applications (including Teams), SharePoint Online, and user account and security group administration via Microsoft Entra and Active Directory.
• Experience in supporting and troubleshooting network devices, along with mobile device (Smartphones & Tablets) configuration and deployment.
• Good understanding of Information Security principles.
• Familiarity with using and supporting Salesforce and Zoom.

Skills & Abilities:

• Excellent interpersonal, oral, and written communication skills, and an accurate use and understanding of English.
• Ability to provide support and guidance to non-technical colleagues across the College and deliver high standards of customer service.
• Strong critical thinking skills, able to identify workarounds and resolutions where documentation is not already present, ability to challenge ways of working and identify improvements, and suggest solutions to problems.
• Ability to work effectively within the team and collaboratively with colleagues across the College.
• Self-starter, confident in own ability, initiates and progresses work, and knows when to consult or involve others with the ability to work effectively within the team and collaboratively with colleagues across the College.
• Self-motivated, proactive, and able to work effectively with a team, complemented by the ability to effectively manage own time and prioritise own work.

Other Requirements:

• Commitment to equality and valuing diversity, and understanding of how this applies to the delivery of one's own area of work
• Commitment to the aims and charitable objectives of the RCR
• Self awareness
• Enthusiasm for learning and development, and taking on new tasks
• Committed to own continuing professional development.

Required Qualifications

• ITIL v3 or v4 Foundation qualification or equivalent IT Service Management experience. CompTIA A+ and Microsoft 365 Certified: Fundamentals or equivalent experience.

Compensation & Benefits

• Modern working environment
• Equipment provided to work from home
• Generous annual leave allowance
• Excellent pension scheme
• Interest-free season ticket loan and cycle to work scheme
• Employee Assistance Programme
• Hybrid working (60% working week can be done remotely)

Conditions of employment

• Candidates must have the right to work in the UK

Working locations

• Hybrid model, working in the London office and remotely

How to apply

• Please send an email to [email protected] with your CV and a 1-page cover letter, your Full Name, Role, and a completed Diversity Monitoring Form.
• If you consider yourself to have a disability and require a hard copy pack or a different format, for example, large print, please contact the HR team at [email protected]

Interviews

• Shortlist interviews are scheduled for 6th May 2026, and selection interviews are scheduled for 14th May 2026.

Policies

Diversity means better ideas, better solutions, and more innovation. That’s why one of our key priorities is ensuring our workforce reflects our communities. We’re committed to creating an inclusive workforce and working environment for us all to enjoy, where everyone can bring their whole self to work to create change and reach new heights of creativity.

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