Service Desk Administrator

37.5 hours per week worked Monday to Thursday, 09:00am - 5:00pm. Friday 09:00am - 4:00pm

Role overview

The Helpdesk Coordinator is responsible for coordinating day-to-day service activities, ensuring service work is assigned to the relevant skilled engineers, client communications are managed professionally, and all service documentation is accurate and compliant. This role is central to delivering a high-quality, responsive service to clients.

Key tasks

• Act as the main point of contact for clients regarding service visits and job updates
• Provide clear, timely updates on job status, attendance times, and follow-on actions
• Manage incoming service requests via phone, email, and client portals
• Maintain professional relationships with clients at all times

Portal & System Updates

• Update client portals with attendance notes, job status, reports, and certification
• Ensure all system records are accurate, up to date, and compliant with agreed processes
• Track completion of works and escape outstanding actions where required
• Check engineers' paperwork for accuracy, completeness, and compliance
• Ensure service reports, checklists, timesheets, and certificates are correctly completed
• Follow up with engineers to resolve errors or missing information
• Support audit and quality requirements through accurate record-keeping

Criteria Essential (attributes required for candidate to be considered) Desirable (attributes can be trained or developed) Skills & Experience

• Experience in a helpdesk, coordination, scheduling, or service administration role
• Strong organisational skills
• Good IT skills (MS Office, CRM or job management systems)
• Ability to work under pressure and manage multiple priorities
• Knowledge of SLA -driven service environments

(the way you think and act)

• The ability to work successfully in a target-based environment
• Highly organised with strong attention to detail
• Calm, professional, and customer focused
• Proactive and solution-oriented
• Reliable team player with the ability to work independently