Service Desk & Call Management
Coordinate and prioritise service calls for CCTV, access control, intruder alarms, intercoms, and related systems. Log, categorise, update, and close tickets accurately within the service management system. Allocate work to field engineers and subcontractors based on skills, location, and urgency. Act as an escalation point for critical, high-priority, or SLA-breaching incidents.
Customer & Stakeholder Communication
Act as a primary point of contact for customers regarding faults, maintenance, and service updates. Provide clear and timely communication to clients, account managers, and internal stakeholders. Liaise with Alarm Receiving Centres (ARCs) and monitoring centres when required.
Engineer & Resource Coordination
Coordinate engineer schedules, call-outs, and planned preventative maintenance (PPM) visits. Support effective route planning and utilisation of technical resources. Ensure engineers receive accurate job details, access information, and system documentation.
Performance, Compliance & Reporting
Monitor service performance against SLAs and contractual KPIs. Produce service performance reports and fault trend analysis. Support compliance with industry standards and accreditations such as NSI, SSAIB, and relevant BS EN standards.
Process & Continuous Improvement
Ensure adherence to service desk procedures and best practices. Maintain and support the use of knowledge base articles and technical documentation. Identify recurring issues and recommend process or service improvements.
Your competencies
- Essential Experience in a service desk or coordination role within the electronic security or technical services industry.
- Experience coordinating field engineers or service teams.
- Strong organisational and prioritisation skills.
- Excellent verbal and written communication skills.
- Experience using service or job management systems.
- Desirable knowledge of NSI, SSAIB, or similar accreditation requirements.
- Understanding of CCTV, access control, intruder alarms, and basic networking principles.
- ITIL Foundation or equivalent service management knowledge.
- Experience working with monitored security systems or ARCs.
Your profile
- Calm and professional under pressure.
- Customer-focused with strong attention to detail.
- Proactive, organised, and solutions-driven.
- Confident communicator and effective team player.
Permit to Work
- Ability to complete full personal security screening.
- Ability to complete SC level clearance.
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