Support Center Helpdesk Coordinator

Support Centre Helpdesk Coordinator (REMOTE)

Reporting to: Operations Manager - Americas
Location: Remote, supporting North America

Working hours: Central Region business hours preferred

The Support Centre Helpdesk Coordinator helps centre teams resolve operational and customer service issues from initial review through to a clear final outcome. Working with the Global Service Centre (GSC), specialist departments and regional leaders, the Coordinator investigates issues, coordinates action and keeps centre teams informed until resolution is confirmed.

The role supports improved customer Net Promoter Score (NPS), protects revenue and contributes to customer retention by resolving issues accurately and consistently. Coordinators work as one centrally managed team, with regional relationships and time zone coverage that help them understand and support local needs.

• Manage assigned requests through the approved helpdesk channel, assess customer and business impact, and maintain accurate case records, priorities and next steps.
• Own follow-up through to final resolution, including cases requiring action from another department. Keep centre teams updated and confirm the outcome before closing the case.
• Investigate operational, account and customer service issues. Translate GSC responses and requirements into clear actions and provide the information needed to progress stalled cases.
• Coordinate escalations involving IT, internet connectivity, unpaid supplier invoices and other service interruptions with the responsible specialist teams.
• Review relevant account information, charges and supporting evidence before recommending credits or adjustments. Identify missed charges or inconsistencies and route corrections through approved processes.
• Resolve routine matters within documented authority and escalate exceptions, higher risk issues and decisions outside that authority to the appropriate leader.
• Provide practical guidance using approved IWG Academy and knowledge resources. Support routine document requests and route legal questions to the designated regional or Legal owner.

Knowledge and service improvement

• Identify recurring issues, unclear processes and training needs, and recommend improvements that reduce repeat requests.
• Help maintain approved guidance and frequently asked questions, including content for an internal self-service chatbot if implemented.
• Support rollout guidance, training and centre communications where these relate to the helpdesk service.
• Build effective relationships with centre teams, regional leaders and specialist departments while working within centrally managed priorities.
• Contribute to service reporting and quality reviews, including resolution times, unresolved cases, repeat issues and revenue impacts.

• Thorough knowledge of day-to-day centre operations and IWG products, services and operational processes.
• Strong customer service judgement, with the ability to investigate problems, evaluate evidence and pursue practical solutions.
• Clear written and verbal communication, including the ability to explain processes and set realistic expectations.
• Ability to manage competing priorities, maintain detailed records and follow through across multiple teams.
• Sound commercial judgement when reviewing charges, credits and customer concerns, with respect for approval limits.
• Confidence using operational systems, shared knowledge resources and case management tools.
• Ability to work independently in a remote team and build productive relationships across regions and departments.

Take ownership, pay attention to detail and remain calm when issues are difficult or urgent. Be approachable, use sound judgement and seek support when a decision exceeds the role's authority. Balance fair customer outcomes with company policy and revenue protection.

The role provides operational support and coordinated resolution. Specialist departments retain responsibility for technical fixes, payment processing and legal decisions. Any authority to approve credits or fees must be explicitly delegated. Catering and purchasing services may be added only after their scope, controls and capacity are approved.