Service Desk Coordinator

About the role

The Service Desk Coordinator will be the central point for managing service requests within an electronic security environment. You will work closely with field engineers, customers and internal teams to ensure a smooth, professional service from the first enquiry to final resolution.

Key responsibilities

• Coordinate reactive service calls, planned maintenance visits and fault requests, prioritising work effectively.
• Schedule and allocate jobs to field engineers and subcontractors based on location, skill set and business priorities.
• Act as the primary contact for customers, providing regular updates and resolving queries.
• Monitor outstanding jobs to ensure SLA compliance and meet customer expectations.
• Maintain accurate records in the service management system from receipt through to completion.
• Liaise with internal departments, monitoring centres and external stakeholders to ensure seamless service delivery.
• Produce service reports, analyse trends and suggest operational improvements.
• Support compliance with industry standards and keep technical documentation up‑to‑date.

Required profile

• Highly organised and able to manage multiple priorities in a fast‑paced environment.
• Proactive, calm under pressure and able to work collaboratively with technical and non‑technical teams.
• Excellent written and verbal communication skills.

Required skills

• Experience using service management or job scheduling systems.
• Strong problem‑solving abilities and a customer‑focused attitude.