Service Desk Co-ordinator

As part of our continued growth, we have an exciting opportunity for an experienced Service Desk Co-ordinator to join the HF family at our Manchester office. The successful candidate will be the central point of contact between our clients, engineers, and internal teams, keeping reactive and planned work moving, SLAs on track, and communication sharp.

You will be responsible for but not limited to:

· Acting as the first point of contact for service desk escalations and complex issues

· Logging, monitoring, and managing service requests and incidents through the helpdesk system

· Prioritising and allocating tasks to engineers, ensuring optimal resource planning

· Monitoring service desk performance, ensuring SLAs and KPIs are met

· Maintaining clear communication with clients, keeping them updated on service requests

· Producing service desk performance reports for management review

· Supporting continual improvement within the service desk

· Previous experience in a service desk or helpdesk environment

· Experience co-ordinating workloads and managing competing priorities

· Strong background in customer service and issue resolution

· Confident using ticketing or helpdesk systems

· Excellent communication and interpersonal skills

· Competent in Microsoft Office and service management software

The following are useful, but not essential:

· Experience in a facilities management, engineering, or building services environment

· ITIL Foundation (or willingness to work towards it)

· Supervisory or team leader experience

· Experience working with SLAs and KPIs

HF Group is one of the UK’s leading multi-discipline building services contractors, delivering high-quality solutions across Electrical, Mechanical, Fire & Security, Telecommunications, and Automated Controls. With a legacy spanning over 3 centuries and a family culture, we consider all of our employees as part of the family and invaluable assets to our ongoing business.

Our head office is in Glasgow with offices in Edinburgh, Aberdeen, Manchester, and Belfast, providing services to clients across both public and private sectors throughout the UK.