Service Desk Coordinator

Service Desk Coordinator
Location: Glasgow
Reports to: Service Desk Operations Team Leader
Salary: £28,500 - £29,285
Working Pattern: 4 days on, 4 days off (08:00 - 18:30 and 09:30 - 20:00) Fully Office.

Purpose of Role
You'll organise and prioritise the engineers' workload to help the Service Desk achieve SLA and KPI goals. Provide basic engineering assistance, source equipment and spares, and support continuous service improvement.

Key Responsibilities

Coordinate team workload; allocate resources to meet customer deadlines
Support customer KPIs and SLA targets
Handle customer queries and complaints professionally
Balance engineer and customer needs in a dynamic environment
Escalate issues to Duty Manager and assist in resolution
Collaborate with Systems team to ensure efficient tool use
Recommend process/system improvements and support implementation
Assist KB Customer Support when needed
Perform ad hoc duties as required
People Management
Liaise with engineering and maintenance staff to schedule PPMs and tasks
Manage day-to-day team performance, schedules, and rotas
Coordinate procurement and fitting schedules for spares
Report performance issues to Service Managers
Build and maintain strong interdepartmental relationships
Operate customer Maintenance Management Systems
Health & Safety
Adhere to all H&S regulations and wear required PPE
Escalate unresolved H&S issues to higher management

What We're Looking For
Previous experience: at least 2 years helpdesk experience
Great communicator: Able to gather, interpret, and distribute data clearly
IT literate: Proficient in MS Office, email, and internal systems
Team player: Reliable, punctual, and supports colleagues
Self-starter: Takes ownership, prioritises effectively, and follows tasks through
Innovative thinker: Suggests improvements and helps implement change
Qualifications/Experience: Previous coordination or desk support role, ideally in engineering, facilities, or maintenance; awareness of SLA/KPI delivery

Apply Now!
Contact: Calum Roberts
Email:
Phone:

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.