Customer Service Desk Coordinator

Service Desk Coordinator – Bracknell Office Based

Role:
The Service Desk Coordinator is responsible for coordinating service, maintenance, and support activities within an electronic security environment. This role ensures the efficient handling of reactive faults, planned maintenance, and service requests for systems such as CCTV, access control, intruder alarms, and related security technologies, while maintaining high levels of customer satisfaction and compliance with service level agreements (SLAs).

Closing Date:
June 30, 2026

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

To express an interest in this role please send your CV and a covering letter to . This must include your home location. All job candidates will be screened to BS7858 standards to meet Reliance High-Tech’s vetting standards.