Service Desk Coordinator – Administrator Role

Reliance Protect; Bracknell; On-site; GBP 26,000 - 34,000; Full time

Job summary

Reliance High-Tech, based at Bracknell, is seeking a Service Desk Coordinator/Administrator to manage service calls, maintenance schedules and customer communications for security systems including CCTV, access control, and intruder alarms.

The role supports field engineers, ensures SLA adherence, and requires familiarity with security vetting (BS7858). A proactive, detail‑oriented professional will thrive in this customer‑facing position.

Qualifications

• Experience in a technical helpdesk environment.
• Experience coordinating field engineers or service teams.
• Understanding of CCTV, access control, intruder alarms, and basic networking.

Responsibilities

• Coordinate and prioritise service calls and open tickets.
• Allocate work to field engineers and subcontractors based on skills and urgency.
• Act as an escalation point for critical, high-priority, or SLA-breaching incidents.
• Serve as a primary point of contact for customers regarding faults, maintenance, and service updates.
• Provide clear and timely communication to account managers and internal stakeholders.
• Coordinate engineer schedules, call-outs, and planned preventative maintenance (PPM) visits.
• Ensure engineers receive accurate job details, access information, and system documentation.
• Monitor and report against contractual service level agreements.

Skills

Technical helpdesk

Field engineer coordination

Customer communication

SLA monitoring

Security systems knowledge

Job description

Service Desk Coordinator – Administrator Role

As one of the most dynamic and forward-thinking companies in the electronic security and lone worker industry Reliance believe in growing our own talent. This role offers far more than a position — it is a platform. Whether your ambitions lie in operations, administration, account management, technical services, or leadership, we will invest in the right person and support their journey. For those who demonstrate the right attitude and commitment we offer competitive salaries, good company benefits, combined with career opportunities across our rapidly growing business that are genuinely without limit.

We can teach skills, but first and foremost if your ambition, and ethos match our values below – call us.

Role

This vacancy is for Reliance High-Tech.

Based out of our state of the art Bracknell Headquarters, the Service Desk Coordinator/Administrator is part of a team responsible for coordinating service, maintenance, and support activities. This role ensures the efficient handling of reactive faults, planned maintenance, and service requests for systems such as CCTV, Access Control, Intruder Alarms, and related security technologies, while maintaining high levels of customer satisfaction and service level agreements

About Us

Reliance High-Tech / Reliance Protect is the UK’s largest independent integrator/installer of security solutions / lone worker solutions. We are trusted by leading brands and organisations to protect their people, assets and reputations through innovative technology and specialist expertise.

Unique in the industry, Reliance High-Tech / Reliance Protect combines the capability and footprint of a large organisation, with the agility and customer focus of an independent business.

We operate at the top end, for the most discerning clients, in the most demanding and complex environments with the highest stakes, and always with integrity and customer focus

For more information about our business, visit www.reliancehightech.co.uk / www.relianceprotect.co.uk.

Your Responsibilities

Service Desk & Call Management

• Coordinate and prioritise service calls and open tickets within our service platform
• Allocate work to field engineers and subcontractors based on skills, location, and urgency.
• Act as an escalation point for critical, high-priority, or SLA-breaching incidents.
• Act as a primary point of contact for customers regarding faults, maintenance, and service updates.
• Provide clear and timely communication to account managers, and internal stakeholders including our alarm receiving centre.
• Coordinate engineer schedules, call-outs, and planned preventative maintenance (PPM) visits.
• Ensure engineers receive accurate job details, access information, and system documentation.

Performance, Compliance & Reporting

• Monitor and report against contractual service level agreements.

Process & Continuous Improvement

• Maintain and support the use of knowledge base articles and technical documentation.
• Work within our process framework but help Identify recurring issues and recommend process or service improvements.
• Strong organisational and prioritisation skills.
• A can do attitude, curiosity and the ability to learn.
• Experience within a technical helpdesk environment.
• Experience coordinating field engineers or service teams.
• Understanding of CCTV, access control, intruder alarms, and basic networking principles.
• Experience working with monitored security systems or ARCs.

Your Profile

Personal Qualities

• Calm and professional under pressure.
• Customer-focused with strong attention to detail.
• Proactive, organised, and solutions-driven.
• Confident communicator and effective team player.
• Permit to Work and ability to pass security vetting.

Contact Us

To express an interest in this role please send your CV and a covering letter to [e-mail] . This must include your home location.
All job candidates will be screened to BS7858 standards to meet Reliance High-Tech’s / Reliance Protects vetting standards.

Contact Us

To express an interest in this role please send your CV and a covering letter to [e-mail]. All job candidates will be screened to BS7858 to meet Reliance High-Tech's vetting standards.