Service Desk Coordinator

Service Desk Coordinator
Location: Glasgow
Reports to: Service Desk Operations Team Leader
Salary: £28,500 - £29,285
Working Pattern: 4 days on, 4 days off (08:00 - 18:30 and 09:30 - 20:00) Fully Office.
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Purpose of Role
You'll organise and prioritise the engineers' workload to help the Service Desk achieve SLA and KPI goals. Provide basic engineering assistance, source equipment and spares, and support continuous service improvement.
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Key Responsibilities

* Coordinate team workload; allocate resources to meet customer deadlines
* Support customer KPIs and SLA targets
* Handle customer queries and complaints professionally
* Balance engineer and customer needs in a dynamic environment
* Escalate issues to Duty Manager and assist in resolution
* Collaborate with Systems team to ensure efficient tool use
* Recommend process/system improvements and support implementation
* Assist KB Customer Support when needed
* Perform ad hoc duties as required
People Management
* Liaise with engineering and maintenance staff to schedule PPMs and tasks
* Manage day-to-day team performance, schedules, and rotas
* Coordinate procurement and fitting schedules for spares
* Report performance issues to Service Managers
* Build and maintain strong interdepartmental relationships
* Operate customer Maintenance Management Systems
Health & Safety
* Adhere to all H&S regulations and wear required PPE
* Escalate unresolved H&S issues to higher management
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What We're Looking For
* Previous experience: at least 2 years helpdesk experience
* Great communicator: Able to gather, interpret, and distribute data clearly
* IT literate: Proficient in MS Office, email, and internal systems
* Team player: Reliable, punctual, and supports colleagues
* Self-starter: Takes ownership, prioritises effectively, and follows tasks through
* Innovative thinker: Suggests improvements and helps implement change
* Qualifications/Experience: Previous coordination or desk support role, ideally in engineering, facilities, or maintenance; awareness of SLA/KPI delivery

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?? Contact: Calum Roberts
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