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Support Desk Co-ordinator (SDS)

Are you a highly organized professional with a strong background in field support coordination? We are looking for an experienced Support Desk Coordinator for our client.

If you are an experienced Support Desk Coordinator / Technical Coordinator / Field Service Supervisor or Manager / Logistics or Resource Manager / Customer Support Specialist with Technical knowledge then I want to hear from you!

As the SDS you will report to the Support Desk Manager, you’ll be responsible for ensuring seamless incident allocation to field engineers and effective management of resources to meet customer commitments and cost targets.

Full time – perm role

Location - Cheshire

Salary £26.5k + package

My client is looking for a Support Desk Coordinator (SDC) with a strong background in managing field support operations. The SDC’s primary role is to coordinate incidents efficiently, ensuring that field engineers are assigned tasks strategically to optimize service delivery, reduce costs, and enhance customer satisfaction.

Key Responsibilities:

* Tasking of Field Engineers: Efficiently allocate fault calls to field engineers within specific geographic areas, ensuring smooth service levels and timely responses. Re-adjust field engineer workloads as needed to meet service standards and customer commitments.

* Parts Ordering & Logistics: Utilize logistics resources effectively to meet cost targets, ensuring parts are ordered and available to support field operations.

* Customer Communication: Maintain ongoing feedback to customers regarding incident progress, managing expectations through regular updates via voice and system communications.

* Report Writing: Complete reports within contract timelines to document incident resolutions and service performance.

Key Technologies: Familiarity with the following technologies is essential:

* Wi-Fi, CCTV, Tablets

* People Traffic Cameras

* ePOS Systems, Network Cabling

* Audio/Visual (AV) Equipment

* EAS/RFID Systems

What We’re Looking For:

* Experience: 10+ years in a similar support coordination role.

* Skills: Strong PC and phone skills, excellent organizational and communication abilities, commercial awareness, and customer focus.

* Attributes: Detail-oriented, flexible, a team player, and eager to learn new technologies