Cento
Service Desk Co-Ordinator - Reading
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Service Desk Co-ordinator
Location: Reading, RG8
Contract: Permanent, Full Time. 8am-5pm
Reporting to: Service Desk Manager
We’re recruiting for a Service Desk Co-ordinator to join a busy service-focused team. This is a key role responsible for coordinating client requests, engineer schedules and service activity, ensuring jobs are managed efficiently and delivered within agreed SLAs.
Key Responsibilities
- Act as the first point of contact for client service enquiries via phone and email.
- Log, update and manage service requests accurately within the CRM.
- Coordinate engineer schedules for reactive call-outs, planned works and revisits.
- Prioritise jobs according to urgency, location, engineer skills and SLA requirements.
- Monitor outstanding and overdue jobs, escalating risks or issues where required.
- Liaise with clients, engineers, subcontractors and internal teams to ensure smooth service delivery.
- Monitor PPM schedules and coordinate attendance with clients and engineers.
- Ensure completed jobs have the correct documentation and information for invoicing.
- Request client POs where required and support the remedial quotation process.
- Identify chargeable works and ensure these are appropriately escalated.
- Support client reporting and KPI/SLA performance monitoring.
- Maintain accurate service records and ensure jobs are closed correctly.
- Arrange materials, permits, plant and equipment where required.
- Identify process or scheduling issues and support continuous improvement.
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About You
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We’re looking for someone who is highly organised, proactive and confident dealing with clients and engineers. You’ll be comfortable managing multiple priorities in a busy service environment, have strong attention to detail and be able to work effectively to deadlines and SLAs.
Experience within a service desk, scheduling, coordination, facilities, engineering or similar environment would be advantageous.
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