Service Desk Administrator

Overview

Coordinate service requests, schedule engineers, and manage admin for fire alarm services.

Key Responsibilities

• service intake
• customer updates
• request prioritization
• workload scheduling
• engineer dispatch
• team collaboration

Tasks

-Provide administrative support to the service department as needed -Serve as the primary point of contact for incoming service inquiries via phone, email, and online portals -Provide updates to customers on appointment times, job status, and follow-up actions -Prioritize service requests based on urgency, compliance requirements, and engineer availability -Monitor engineer workload and adjust scheduling to ensure timely and efficient service delivery -Participate in internal meetings to review service backlogs, customer feedback, and process improvements -Resolve customer concerns professionally and escalate issues to management when necessary -Coordinate and schedule engineers for inspections, routine maintenance, emergency repairs, and service calls -Collaborate with field engineers, service manager, and service teams to align on timelines and priorities

Requirements

• microsoft office
• scheduling software
• customer focus
• analytical thinking
• coordination experience
• problem solving

What You Bring

-Customer-focused mindset, able to deliver outstanding service while maintaining composure under pressure -Analytical thinking skills, able to assess workload, engineer availability, and service priorities to ensure efficient scheduling -Collaborative approach, comfortable working cross-functionally with engineers, service managers, and internal teams to support operational goals -Professional written communication skills, with the ability to draft clear customer updates and internal correspondence -Exceptional organisational and time-management skills, with the ability to manage multiple priorities and adapt quickly to changing demands -Proficient in Microsoft Office applications (Excel, Word, Outlook) and experienced in using service management or scheduling software -Strong communication and interpersonal abilities, with a confident and professional telephone manner and the ability to liaise effectively with both customers and colleagues -Excellent attention to detail and accuracy when scheduling, recording information, and managing documentation -Problem-solving capability, with the initiative to make informed decisions and escalate issues appropriately when required -Proven experience in a coordination, scheduling, or service administration role—preferably within an engineering, maintenance, or field service environment

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Benefits

-Generous Annual Leave - 22 days paid holiday plus all Bank Holidays. -Royal London Pension Scheme - helping you build a secure financial future. -Mental Health & Wellbeing Support - access to dedicated resources to help you thrive both personally and professionally. -Employee Referral Bonus - earn up to £1,000 for every successful referral, with no limits. -Employee Recognition Scheme - celebrating and rewarding your hard work and achievements. -Career Development & Progression - ongoing training and opportunities to grow within the business -Life Assurance - 4x your annual salary, giving you and your family peace of mind. -Competitive Salary - upto £30,000 per annum, reflecting your experience and contribution.

About Fafs Fire & Security

-Delivers end‑to‑end fire and security services: from risk assessment, system design and installation to commissioning, remote monitoring and ongoing maintenance. -Projects span diverse environments—from commercial and residential buildings to industrial, infrastructure and government facilities—showcasing their sector versatility. -Offerings include fire detection, suppression (gas, water mist, sprinklers), intruder alarms, CCTV, access control, lone‑worker safety, asset tracking and leak detection. -They operate 24/7 emergency call‑outs and hold UKAS‑accredited certifications for passive fire protection. -Based in Chessington and Gravesend, they blend decades of technical expertise with a customer‑first approach to life and property protection.

Sector Specialisms

Visa Sponsorship

-no right to work sponsorship is offered; applicants must already have uk work eligibility.