Field Service Helpdesk Specialist

ACS Performance Ltd; Milton Keynes; Remote; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Training and career development

Professional qualifications support

Job summary

ACS Performance Ltd. is seeking a Field Service Helpdesk Specialist to support customers across the UK in a fully remote role. You will handle first-line technical support, coordinate field engineers and keep customers informed throughout incidents.

The role combines helpdesk duties with field service coordination, requiring strong diagnostic skills, excellent service delivery and the ability to work independently in a remote environment.

Qualifications

• Experience in a helpdesk, service desk or field service coordination environment.
• Ability to diagnose technical issues and provide first-line support.
• Experience with ticketing or service management systems.
• Strong IT skills including email and spreadsheets.

Responsibilities

• Receiving, logging and prioritising incoming service calls, emails and support tickets.
• Providing first-line technical support and troubleshooting.
• Diagnosing technical issues using knowledge resources and established processes.
• Scheduling and dispatching field service engineers.
• Monitoring jobs through to completion and keeping customers updated.
• Maintaining accurate information within service management systems.
• Escalating complex or high-priority technical issues to the appropriate teams.
• Managing customer expectations during service incidents.
• Producing service and job status updates.
• Supporting improvements to helpdesk processes and technical documentation.

Skills

Diagnostic skills

Customer service

Ticketing systems

IT skills

Organization

Engineer coordination

Remote work

Strong communication

Tools

Ticketing software

Job description

Field Service Helpdesk Specialist

Location: Remote - UK

Employment: Full-time, Permanent

Salary: Competitive

We're looking for a Field Service Helpdesk Specialist to join a busy technical service team supporting customers across the UK.

This is a fully remote opportunity combining first-line technical support, customer service and field engineer coordination. You'll play a key role in ensuring technical issues are diagnosed quickly, engineers are deployed effectively and customers are kept informed throughout the process.

THE ROLE

Your responsibilities will include:

• Receiving, logging and prioritising incoming service calls, emails and support tickets
• Providing first-line technical support and troubleshooting
• Diagnosing technical issues using knowledge resources and established processes
• Scheduling and dispatching field service engineers
• Monitoring jobs through to completion and keeping customers updated
• Maintaining accurate information within service management systems
• Escalating complex or high-priority technical issues to the appropriate teams
• Managing customer expectations during service incidents
• Producing service and job status updates
• Supporting improvements to helpdesk processes and technical documentation

ABOUT YOU

We're looking for someone with previous experience in a helpdesk, service desk, technical support or field service coordination environment.

You should have:

• Strong diagnostic and problem-solving skills
• Excellent customer service and communication skills
• Ability to explain technical information clearly to non-technical customers
• Experience using ticketing or service management systems
• Good general IT skills, including email and spreadsheets
• Strong organisation and prioritisation skills
• Ability to coordinate multiple engineers and service requests
• Confidence working independently in a remote environment
• Ability to collaborate effectively with colleagues across different locations
• Right to work in the UK on a permanent, full-time basis

DESIRABLE EXPERIENCE

Experience in any of the following would be particularly useful:

• Retail equipment or hardware support
• Weighing or label-printing equipment
• Remote-access support tools
• Basic network troubleshooting
• Field service scheduling and planning systems
• Working with SLAs and service prioritisation frameworks

WHAT'S ON OFFER

• Full-time, permanent position
• Fully remote UK-based working
• Competitive salary
• Training and career development opportunitiesSupport for professional qualifications

If you have a background in technical support and enjoy solving problems, coordinating engineers and delivering a great customer experience, we'd like to hear from you.