Service Desk Co-Ordinator

Position: Service Desk Co-Ordinator

Location: Earls Barton, Northampton

Job Type: Full-Time

Salary: £27,000

Benefits: 20 days holiday

Working times: Shift Patterns between 7am - 7pm Monday to Friday - 40 hours per week

Pension

On-site parking

At Davis Commercial Services Engineering Ltd we are seeking a dedicated and detail-oriented Service Desk Co-Ordinator to join our dynamic team in the HVAC servicing and maintenance industry. This role is pivotal in facilitating efficient operations and exceptional customer service. The Co-Ordinator will serve as the first point of contact for clients and engineers, planning and management of service requests, dispatching teams, and ensuring all interactions are logged and resolved promptly.

Main Responsibilities

• Reporting directly to the Service Desk Supervisor and ensuring that targets are consistently achieved
• Planning service engineers works and routes
• Passing service and maintenance calls to engineers
• Passing service and maintenance calls to subcontractors
• Ensure the information received is correct
• Answer the service desk phones and deal with service and maintenance enquiries
• Chase parts and update systems to correct status and purchase order delivered
• Record all engineer and subcontractor updates on internal system and customer portals, where necessary
• Obtain all permits required to work on customers sites
• Ensure all relevant information relating to the job is recorded on Epix, i.e. All emails/PO’s/Permits/Updates/Telephone conversations etc
• Check information from engineers is correct on internal systems and all customer portals
• Ensure all calls are at the correct status
• Ensure all paperwork has been returned within 48 hours following completion of maintenances
• Ensure subcontractors log on and off all customer portals
• Ensure all subcontractors worksheets are received within 24 hours
• Ensuring contract policies and processes are effectively communicated and implemented to meet contractual obligations
• Liaise with Service Desk Supervisor and review KPI reports, action as appropriate
• Ensure that service to the customer is always of the highest standard and quality and their requirements are met
• Attend training and to develop relevant knowledge, techniques and skills
• Provide emergency out of hours coverage, as part of a rota, which can change frequency depending on the needs of the business. Approx 1 evening per week.
• Adhere to health and safety policy and other requirements

Other Features of the Post

The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Requirements

• Experience in the refrigeration and air conditioning industry would be preferable
• Excellent telephone manner
• Excellent I.T. skills
• Ability to work on own initiative