Service Desk Administrator
Role details
Job location
Tech stack
Job description
The Fire & Security Service Desk Administrator plays a key role within the Service Operations team, supporting the effective coordination and delivery of Fire & Security maintenance and reactive services. This role is responsible for scheduling engineers, managing service appointments, and ensuring all works are delivered in line with contractual service level agreements (SLAs). The Scheduling Administrator will act as a central communication point between customers, engineers, and service management, helping to ensure a reliable, efficient, and professional service delivery., Engineer Scheduling & Coordination
- Schedule and coordinate Fire & Security engineers for planned preventative maintenance (PPMs), reactive callouts, and small works.
- Manage engineer diaries to maximise utilisation and minimise travel time.
- Allocate work based on engineer skillset, location, and priority.
Service Delivery & SLA Management
- Monitor job progress to ensure works are completed within contractual SLAs.
- Proactively manage SLA-critical and high-priority works.
- Escalate risks to service delivery performance where required.
Customer & Engineer Liaison
- Liaise with customers to confirm appointments and resolve access or scheduling issues.
- Provide engineers with accurate job details, priorities, and updates.
- Maintain clear and professional communication across all stakeholders.
System & Administration Management
- Update service management systems with accurate scheduling and job information.
- Maintain service records, job statuses, and completion data.
- Interpret engineer reports and take appropriate follow-up actions.
Reactive & Emergency Planning
- Manage short-notice schedule changes and emergency works.
- Support out-of-hours planning requirements where necessary.
- Respond quickly to operational changes in a fast-paced environment.
Team Collaboration
- Work closely with Service Managers and Operations teams to maintain service performance.
- Support continuous improvement in scheduling processes and service delivery.
Requirements
Do you have experience in Organizational skills?, Essential
Previous experience in a scheduling, coordination, or administrative role.
Experience managing multiple priorities in a fast-paced environment.
Strong IT literacy including Microsoft Office (particularly Excel).
Desirable
Experience within Fire & Security, Facilities Management, or Engineering Services.
Experience scheduling engineers or mobile workforces.
Experience using SIMPRO or similar field service management software.
Qualifications, Knowledge & Skills
Essential
Strong organisational and planning skills.
Excellent communication skills with a professional telephone manner.
High attention to detail and accuracy in data entry and scheduling.
Understanding of service delivery processes and workflow coordination.
Ability to interpret engineer reports and take appropriate action.
Desirable
Understanding of SLAs, KPIs, and contract delivery requirements.
Knowledge of Fire & Security service operations.
Personal Attributes
Proactive and solutions focused.
Calm under pressure and able to manage reactive workloads.
Highly organised with strong attention to detail.
Team-oriented with a collaborative working style.
Customer-focused with a commitment to service excellence.
