Service Desk Coordinator

Our client is looking for an organised and customer-focused Service Desk Coordinator to join their growing team within the electronic security industry. 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. Key Responsibilities • 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. About You 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. Please note: As you can appreciate we are currently overwhelmed with applications of individuals looking for both short term and permanent work and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, please assume you have been unsuccessful on this occasion. In line with GDPR regulations, we are making you aware that to proceed with your application we will need to contact you via email, telephone and/or text message. To receive future job alerts from us, you will be required to provide consent within our marketing preference options. The link will be provided in an email to you. Source4 are an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas, a proof of address and completing relevant tests and a full competency based interview.