Service Desk Coordinator – Security Systems & Maintenance

Reliance High-Tech Limited; Bracknell; On-site; GBP 22,000 - 30,000; Full time

Job summary

Reliance High-Tech is seeking a Service Desk Coordinator/Administrator based at our Bracknell HQ to manage service calls, maintenance events and customer updates for CCTV, access control, and alarm systems. You will collaborate with field engineers and subcontractors to ensure timely responses and strong customer satisfaction.

The role emphasizes effective communication, organised scheduling, and adherence to SLAs in a fast-paced security technology environment.

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 in our service platform.
• Allocate work to engineers and subcontractors based on skills and urgency.
• Act as escalation point for critical or SLA-breaching incidents.
• Be primary contact for customers regarding faults, maintenance, and updates.
• Provide clear communication to account managers and internal stakeholders.
• Coordinate engineer schedules, call-outs and PPM visits.
• Ensure engineers receive accurate job details and system documentation.

Skills

Customer service mindset

Organisational skills

Communication skills

Problem solving

Technical aptitude

Tools

Helpdesk software

Job description

Reliance High-Tech is seeking a Service Desk Coordinator/Administrator based at our Bracknell HQ to manage service calls, maintenance events and customer updates for CCTV, access control, and alarm systems. You will collaborate with field engineers and subcontractors to ensure timely responses and strong customer satisfaction.

The role emphasizes effective communication, organised scheduling, and adherence to SLAs in a fast-paced security technology environment.