Service Desk Controller – Field Ops & Scheduling

Confidential; Witham; On-site; GBP 29,000 - 35,000; Full time

Job summary

Confidential, a global power storage company, is seeking a Service Desk Controller in Witham to support field service operations and ensure high-quality customer service. Based in Witham, the role reports to the Office Team Leader and requires proactive, organised, and customer-focused individuals in a fast-paced environment.

Responsibilities include providing technical and product support, coordinating with purchasing, assigning jobs to engineers, processing orders, and generating internal

Qualifications

• Excellent verbal and written communication skills across all levels.
• Strong geographical knowledge of the UK for effective resource planning.
• Analytical problem-solving skills with a systematic approach.
• Ability to generate and interpret customer and internal reports.
• Strong team player with the ability to work independently.
• Effective time management and task prioritisation.
• Proactive approach to service delivery and continuous improvement.
• Adaptability to changing environments and situations.

Responsibilities

• Provide tailored product and technical support to customers.
• Respond to customer enquiries via phone and email.
• Identify product needs and coordinate with suppliers or purchasing.
• Resolve customer issues or escalate to the Branch Manager.
• Assign jobs to engineers using the ERP system.
• Issue job cards and request order numbers before invoicing.
• Support sales with stock checks, quotes, and order processing.
• Liaise internally to ensure accurate product allocation and reduce delays.
• Order products and coordinate with purchasing.
• Optimise engineer schedules and minimise service delays.
• Investigate service disputes and implement corrective actions.
• Manage Work in Progress in line with company policy.

Skills

Communication

UK geography

Analytical thinking

Reporting

Teamwork

Time management

Proactive service

Adaptability

Tools

ERP system

Job description

Confidential, a global power storage company, is seeking a Service Desk Controller in Witham to support field service operations and ensure high-quality customer service. Based in Witham, the role reports to the Office Team Leader and requires proactive, organised, and customer-focused individuals in a fast-paced environment.

Responsibilities include providing technical and product support, coordinating with purchasing, assigning jobs to engineers, processing orders, and generating internal