Service Helpdesk Coordinator

About the role

The Service Helpdesk Coordinator will act as the first point of contact for customers reporting equipment breakdowns. Working within a structured rota, the role supports both weekday and weekend operations, ensuring timely communication between customers, field technicians, and third‑party contractors.

Key responsibilities

• Receive and log customer calls reporting equipment breakdowns.
• Process parts orders and raise purchase orders as required.
• Update Key Account call reports and issue daily/weekly reports to customers.
• Invoice third‑party contractors for service or installation work.
• Dispatch service calls to Field Service Technicians.
• Prepare quotations, follow up on outstanding quotes, and chase payments.

Required profile

• Experience handling inbound customer calls and service requests.
• Ability to manage parts ordering and purchase order creation.
• Familiarity with invoicing processes for external contractors.
• Competence in preparing and issuing regular service reports.
• Strong organisational skills for dispatching technicians and tracking quotations.

Required skills