Service Desk Administrator

Your Role

You will be responsible for coordinating the daily operations of field service activities within the fire and security systems division. You will primarily focus on scheduling engineers to customer appointments and managing the billing process for completed work, whilst ensuring smooth service delivery, customer satisfaction, and accurate financial processing in a fast-paced, compliance-driven environment.

Key Areas of Responsibility

• Promote [Employer hidden — view at passion-project.co.uk] Secure Solutions and all its products and services
• Liaise Engineers, Business Development Managers & Customers with the Fire & Security Division
• Receive and respond effectively and take responsibility for customer calls and emails identifying source of problems and assigning appropriate Engineer
• Deal with all customer requests i.e. reports and certification
• Plan and schedule contracted maintenance/ reactive/ commission work in accordance with maintenance agreements and customer requirements
• Manage the purchase order requests, sales orders and processing engineers work report
• Utilise all available systems for the management of Operations when required
• Provide regular reports on activities that will enable management plan strategic and operational direction for the Service/Fire & Maintenance team
• Provide back up for general administration & ad-hoc administration duties
• Support sales and installation teams when required
• Liaise with Monitoring Centre
• Manage Customer contracts, initiate and update

About You

• Excellent communication & interpersonal skills
• Problem solving ability
• Results focus
• Customer focus
• Ability to work to tight deadlines
• Planning & organising skills
• Flexibility