Service Desk Coordinator - Office based . LilyLifestyle

Do you want to join a team of outstanding and dedicated individuals within one of the most dynamic and forward-thinking companies in the security and lone worker industry. If so, due to growth we are looking for a suitable candidate to join our existing team? Reliance High-Tech is the UK's largest independent integrator of security solutions. It is trusted by leading brands and organisations to protect their people, assets and reputations through innovative technology and specialist expertise.

Unique in the industry, Reliance High-Tech combines the capability and footprint of a large organisation, with the agility and customer focus of an independent business.

The team at Reliance High-Tech draw on their considerable IT expertise and sector experience to serve organisations across a wide range of industry sectors that require advanced, bespoke security solutions and the highest-level security clearances.

• 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.

• Ability to complete full personal security screening.
• Ability to complete SC level clearance.