Service Desk Co-ordinator

Location: Reading, RG8
Contract: Permanent, Full Time. 8am-5pm
Reporting to: Service Desk Manager

We’re recruiting for a Service Desk Co-ordinator to join a busy service-focused team. This is a key role responsible for coordinating client requests, engineer schedules and service activity, ensuring jobs are managed efficiently and delivered within agreed SLAs.

Key Responsibilities

• Act as the first point of contact for client service enquiries via phone and email.
• Log, update and manage service requests accurately within the CRM.
• Coordinate engineer schedules for reactive call-outs, planned works and revisits.
• Prioritise jobs according to urgency, location, engineer skills and SLA requirements.
• Monitor outstanding and overdue jobs, escalating risks or issues where required.
• Liaise with clients, engineers, subcontractors and internal teams to ensure smooth service delivery.
• Monitor PPM schedules and coordinate attendance with clients and engineers.
• Ensure completed jobs have the correct documentation and information for invoicing.
• Request client POs where required and support the remedial quotation process.
• Identify chargeable works and ensure these are appropriately escalated.
• Support client reporting and KPI/SLA performance monitoring.
• Maintain accurate service records and ensure jobs are closed correctly.
• Arrange materials, permits, plant and equipment where required.
• Identify process or scheduling issues and support continuous improvement.

About You

We’re looking for someone who is highly organised, proactive and confident dealing with clients and engineers. You’ll be comfortable managing multiple priorities in a busy service environment, have strong attention to detail and be able to work effectively to deadlines and SLAs.

Experience within a service desk, scheduling, coordination, facilities, engineering or similar environment would be advantageous.