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Service Desk Coordinator

2 months ago

London, Greater London, United Kingdom Complete Security Recruitment Full time

Job Summary:

Complete Security Recruitment is seeking an experienced Service Desk Coordinator to join our team. As a Service Desk Coordinator, you will play a critical role in ensuring that service requests received from customers are attended to promptly and in accordance with contracted obligations.

Key Responsibilities:

  1. Receive and process service requests from customers, accurately capturing details of reported faults and promoting a positive image of the company.
  2. Seek to resolve reported faults by telephone, liaising with technical staff as necessary, to minimize unnecessary engineer attendance.
  3. Collaborate with the Service Manager to ensure that requirements for preventive maintenance visits are undertaken.
  4. Manage requests from engineers for replacement service stock, ensuring timely ordering and supervision of field engineering aspects of service stock control procedures.
  5. Update the Service Mentor computer system with accurate details of calls received and subsequent status and progress.
  6. Produce service statistical information and reports using the Mentor system as required.
  7. Prepare monthly chargeable service schedules in accordance with company guidelines.
  8. Report any serious or significant engineering, administrative, or customer relationship issues to the Service Manager without delay.
  9. Ensure that Health and Safety issues relating to service engineers are addressed and that information connected with safe systems of working is communicated to them.

Requirements:

Experience in a similar role, preferably in a business services or technical support environment.

Excellent communication and problem-solving skills.

Ability to work in a fast-paced environment and prioritize tasks effectively.