Service Desk Coordinator

This is an exciting opportunity for an experienced coordinator who thrives in a fast-paced environment and enjoys keeping operations running smoothly. You’ll play a key role in managing service requests, coordinating engineers, and ensuring customers receive a professional and efficient service from initial enquiry through to resolution.

Working closely with engineers, customers, and internal teams, you’ll be responsible for scheduling reactive call-outs, planned maintenance visits, and supporting the delivery of service excellence across a range of electronic security systems., * Coordinate reactive service calls, maintenance visits, and fault requests, ensuring work is prioritised effectively.

• Schedule and allocate work to field engineers and subcontractors based on location, skill set, and business priorities.
• Act as the main point of contact for customers, providing regular updates on service requests and resolving queries professionally.
• Monitor outstanding jobs, ensuring service level agreements (SLAs) are achieved and customer expectations are met.
• Maintain accurate records within the service management system, ensuring all jobs are updated from receipt through to completion.
• Liaise with internal departments, monitoring centres, and external stakeholders to ensure the smooth delivery of services.
• Produce service reports, monitor trends, and identify opportunities to improve operational performance.
• Support compliance with industry standards and company procedures while maintaining accurate technical documentation.
• Assist with continuous improvement initiatives to enhance service delivery and operational efficiency.

The successful candidate will be highly organised, proactive, and able to manage multiple priorities while remaining calm under pressure. You will have excellent communication skills and enjoy working collaboratively with both customers and technical teams.

Skills & Experience

• Previous experience within a Service Desk, Service Coordinator, Helpdesk, or Scheduling role.
• Experience coordinating field-based engineers or technical service teams.
• Strong organisational skills with the ability to prioritise a busy workload.
• Excellent customer service and communication skills, both written and verbal.
• Confident using service management or job scheduling systems.
• A proactive approach with strong problem-solving abilities and excellent attention to detail.

Desirable Experience

• Knowledge of electronic security systems, including CCTV, access control, intruder alarms, or intercom systems.
• Familiarity with industry standards such as NSI or SSAIB.
• Understanding of basic networking principles.
• ITIL Foundation or similar service management knowledge.
• Previous experience working with monitored security systems or Alarm Receiving Centres (ARCs).

Due to the nature of the work, the successful candidate must be able to complete full security screening and obtain SC-level security clearance.

If you’re looking for a varied coordination role where you can make a real impact while working with a supportive and professional team, we’d love to hear from you.