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Support Desk Co-Ordinator

The Support Desk Co-ordinator is responsible for the effective allocation and management of incidents to field engineers, including the efficient use of logistical and field engineering resource.

The SDC is also responsible for maintaining customer awareness and progress of nominated Incidents.

The SDC must be highly organised to manage their workload, have a minimum of 10 years’ experience in a similar role and be flexible in their approach to existing working processes.

Salary: £24k-26.5k

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