Service Desk Coordinator – Security Tech & Field Ops

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

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.