Service Desk Coordinator – Fire & Security Ops

Complete Security Recruitment Ltd; Swindon; On-site; GBP 31,000 - 37,000; Full time

Job summary

Complete Security Recruitment Ltd in Swindon is seeking a Service Desk Coordinator to join a fire & security business. You will manage service desk operations, handle customer enquiries and service tickets, and ensure timely delivery of service call-outs.

You’ll arrange engineers to attend sites, monitor SLAs and support daily service desk activities. You will report to the Head of Service and play a key role in coordinating requests, updating portals, and maintaining client satisfaction in a

Qualifications

• Proven experience in a customer service or similar coordination role.
• Excellent organisational and time-management skills.
• Good keyboard skills and familiarity with Word, Excel and Outlook.

Responsibilities

• Handle all communication (phone, email etc.) professionally and accurately, recording instructions.
• Manage service calls via phone, email and ticketing system.
• Keep customer portals updated with service dockets and ticket status.
• Provide general support to the Head of Service.
• Allocate new calls to the most appropriate engineer.
• Provide status updates to clients or their representatives.
• Arrange for quotes to be prepared and sent when additional work is identified.
• Liaise internally across all departments to meet client needs.
• Respond promptly to customer enquiries, offering solutions or escalating as needed.
• Undertake general office administration duties as directed.

Skills

Customer service

Ticketing system

Organisation

Communication skills

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Complete Security Recruitment Ltd in Swindon is seeking a Service Desk Coordinator to join a fire & security business. You will manage service desk operations, handle customer enquiries and service tickets, and ensure timely delivery of service call-outs.

You’ll arrange engineers to attend sites, monitor SLAs and support daily service desk activities. You will report to the Head of Service and play a key role in coordinating requests, updating portals, and maintaining client satisfaction in a