Service desk controller

Job Description

Service Desk Controller

Salary: £30,000 - £35,000 per annumWorking Hours: Monday to Friday, 8:00am - 5:00pm (Alternate Fridays finish at 1:00pm)Location: Burton upon Trent, DE13 8ENContract: Full-Time, Permanent

This is a fast-paced coordination role acting as the main point of contact between customers, engineers, service teams and management. You will ensure maintenance and breakdown work is scheduled efficiently, delivered on time, and completed through to invoicing.

You will coordinate engineers across the UK, manage service schedules, track maintenance requirements and oversee job progress from start to finish.

The role suits someone with strong planning and scheduling experience who can adapt quickly to changing priorities.

Key ResponsibilitiesService Planning & Coordination

• Schedule engineers for planned maintenance and breakdowns.
• Manage workloads and optimise diaries based on location and priority.
• Reallocate resources for urgent breakdowns.
• Raise and assign service jobs.
• Monitor service intervals and maintenance schedules.

Customer Service

• Act as first point of contact for service updates and breakdowns.
• Arrange appointments and provide job progress updates.
• Communicate maintenance requirements to customers.
• Handle enquiries professionally.

Technical Support

• Review fault codes via monitoring systems.
• Identify likely parts requirements before site visits.
• Support engineers and service operations.

Administration & WIP

• Manage jobs from creation to invoicing.
• Maintain accurate service records.
• Monitor and close open jobs.
• Process purchase orders and pro-forma invoices.

Essential

• Experience in a Service Coordinator / Scheduler / Planner role.
• Strong organisation and multitasking skills.
• Experience coordinating field engineers or resources.
• Good attention to detail and administration skills.
• Strong communication and customer service ability.
• Confident using Microsoft Office and IT systems.

Desirable

• Engineering, plant, construction or industrial background.
• Experience with service operations or field service teams.
• Knowledge of maintenance scheduling.
• SAP or ERP system experience.
• Understanding of WIP processes.

Benefits

• 25 days holiday plus bank holidays
• 4% employer pension contribution
• Private medical cover after probation
• Annual salary review
• Bonus scheme (subject to performance)
• Stable, supportive team environment

If this role sounds of interest to you please do apply.