Service Desk Coordinator

Anderson Knight is recruiting Service Desk Coordinator for a well-established FM business based in Hillington. The role involves organising and prioritising the workload of the engineering team as well as giving basic engineering assistance an sourcing equipment and spare parts as necessary. Salary - £28,500 - £29,285 Hours – 40 hrs per week on a 4 on 4 off rolling shift pattern. The 2 shifts are 08 : 00 – 18 : 30 and 09 : 30 – 20 : 00. Key Responsibilities :

• Organise and prioritise the workload of the engineering team.
• Plan and direct engineering resources to meet customer deadlines.
• Keep customers updated on the progress of outstanding work.
• Ensure the team follows established procedures and quality standards.
• Promote positive customer service, addressing concerns or escalations professionally.
• Handle incoming phone calls, managing queries and requests from existing customers.
• Monitor and check jobs in the system, liaising with clients and the service team to resolve any issues.
• Manage escalations and chases, following appropriate processes.
• Diagnose faults using remote system data to support decisions on engineer attendance or remote call management.
• Balance the needs of customers and engineers in a busy environment.
• Alert management to issues and assist in their resolution.
• Understand custome...