Service Desk Administrator

Service Desk Administrator
📍 Location: Ruscombe, Berkshire
💼 Salary: 26,000 - 28,000 per annum
🕒 Job Type: Full-time | Permanent

About the Role
An exciting opportunity has arisen for a Service Coordinator to join a fast-paced, customer-focused IT services environment. You will be responsible for coordinating engineer scheduling, overseeing support tickets, and ensuring high-quality service delivery to clients. This role requires excellent organisational skills, strong communication, and the ability to thrive under pressure while maintaining outstanding customer service.

Main Responsibilities

• Coordinate and manage engineer scheduling, ensuring optimal allocation of resources in line with availability and customer requirements.

• Oversee and take ownership of support tickets relating to field engineering, ensuring timely resolution and adherence to service standards.

• Manage, coordinate, and monitor part requests in line with SLAs.

• Arrange collections from customer sites, coordinating with internal engineers or third-party couriers as needed.

• Maintain proactive communication with customers, providing regular updates on ticket progress and scheduled engineer visits.

• Escalate issues appropriately to ensure swift resolution and customer satisfaction.

• Participate in an optional paid on-call rotation (post-training), providing out-of-hours support when required.

Skills and Experience

• Proven experience in a fast-paced Service Desk or IT Support environment.

• Strong communication skills (verbal and written), with excellent attention to detail.

• Demonstrated ability to provide effective support via telephone and email.

• Excellent problem-solving skills with a practical, common-sense approach.

• Strong planning and organisational skills, with the ability to prioritise and escalate issues appropriately.

• Proactive mindset with ownership and accountability for issue resolution.

• Ability to work under pressure, meet deadlines, and maintain high performance standards.

• Basic understanding of IT infrastructure and network topology.

• Flexible with working hours, including shifts and potential on-call duties.

• Security Clearance (or willingness to undergo clearance) is required.

• ITIL certification preferred (not essential).

• Proficiency in Microsoft Office (Word, Excel, Outlook).

Personal Skills

• Self-motivated and able to work independently.

• Professional, positive, and flexible attitude.

• Logical and analytical thinker with a methodical approach to problem-solving.

• Strong team player who collaborates effectively and contributes to a supportive team culture.

• Willing to share knowledge and committed to continuous improvement.

• Open to feedback with a desire to develop.

What’s On Offer

• Competitive salary and benefits package.

• Optional paid on-call rotation allowance.

• Career progression and development opportunities.

• Supportive, team-oriented working environment.