Service Desk Controller

Job Title: Service Desk Controller
Location: Glasgow
Salary: £29,000 - £31,182 (DOE)

Hours: 41.5 hours (Mon-Fri 8-5)

Contract: Permanent (Fully Office Based)

Role Overview

My client is seeking a proactive and organised Service Desk Controller to join their team in Glasgow. This pivotal role involves coordinating and prioritising the workload of the engineering team, ensuring the efficient management of Work Order Numbers (WONs), and assisting in the achievement of contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The ideal candidate will possess strong organisational skills, a customer-focused mindset, and a commitment to quality and safety.

Key Responsibilities

Workload Coordination & Service Delivery

• Engineer Scheduling: Organise and prioritise the daily workload of the engineering team to meet customer deadlines.
• Work Order Management: Oversee the life cycle of WONs from initiation to closure, ensuring timely and accurate processing.
• Quality Assurance: Support the team in adhering to established procedures and quality standards.

Team Support & Communication

• Resource Allocation: Assess and balance the needs of customers and engineers in a dynamic environment.
• Backlog Management: Take ownership of the backlog within the allocated region, ensuring timely resolution.
• Issue Escalation: Alert the management team to any issues and assist in their resolution.

Required Competencies

• Customer Service Orientation: Demonstrates an understanding of customer needs and maintains a customer-focused approach.
• Communication Skills: Effectively communicates information, ensuring clarity and understanding.
• Team Collaboration: Works cooperatively with colleagues across departments to achieve common goals.
• Personal Responsibility: Takes ownership of tasks and responsibilities, ensuring reliability and consistency.
• Problem Solving: Identifies issues and proactively seeks solutions to overcome challenges.
• Adaptability: Demonstrates flexibility and openness to change in a dynamic work environment.

Qualifications & Experience

• Previous experience in a service desk or coordination role is advantageous.
• Strong organisational and multitasking abilities.
• Proficiency in Microsoft Office Suite; experience with service management software is a plus.
• Knowledge of health and safety regulations and quality management systems.
• Excellent verbal and written communication skills.
• Ability to work under pressure and meet deadlines.

Why Join Us?

• Competitive salary and benefits package.
• Opportunities for professional development and career progression.
• Supportive and collaborative team environment.
• Commitment to quality, safety, and customer satisfaction.

?? Apply Now!

?? Contact: Calum Roberts
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