Remote Field Service Desk 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

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.