Company Overview:
We develop cutting edge technologies to provide solutions to our clients' everyday problems from a real world, hands on perspective. Our clients are primarily in the Security, Cleaning, Facilities Management and Hospitality sectors.
The Role:
As a Service Desk Advisor (Nights), you will join our front-line service desk team, handling a wide variety of client-facing and behind-the-scenes responsibilities. You'll serve as a crucial overnight link between frontline staff, mobile response teams, and clients — monitoring systems, coordinating tasks, and responding effectively to incidents and alarms. This is not a passive monitoring job — it's a hands-on, decision-making role where your judgement, attention to detail, and ability to remain calm under pressure will directly impact service quality and safety.
Job description.
We are seeking a highly organised, motivated, and responsible Night Service Desk Advisor to join our busy Service Desk team operating predominantly with in the security industry. This key role acts as the central communication point between frontline staff and our clients, ensuring seamless overnight operations and high service standards.
You'll be handling a variety of critical tasks including welfare checks, technical support, shift logging, and client reporting, often working independently while managing multiple tasks and priorities.
Key Responsibilities:
* Monitoring systems and logging data accurately.
* Respond to alarm activations and incidents, escalating appropriately
* Coordinate mobile patrol officers and supervisors in real time
* Handle inbound/outbound telephone communications, including alarms, officer enquiries, and client support
* Perform regular welfare checks
* Dealing with immediate problems and client requests.
* Tasking jobs to clients' staff via our workforce management system as required.
* Updating the system with cover and making calls to cover clients' staff requirements at short notice.
* Following strict and varied processes when carrying out specific tasks on behalf of clients and their wider stakeholders within agreed SLA.
* Provision of first-line support to clients for our wider product and service offering.
* Carrying out initial triage of tickets that are received either via email or phone call.
Essential Skills
* Excellent verbal and written communication skills.
* Experience in customer service management capacity
* Experience of working night shifts
* High attention to detail.
* Ability to stay composed when handling incidents and retain a professional tone while under pressure.
* Timekeeping and reliability are of the utmost importance.
* Confident in the use of Windows Platforms and associated software. Ideally Apple devices too.
* Ability to multitask and prioritise workload under pressure.
Desirable Skills
* Problem-solving skills, technically aware, with confidence in business technology and systems.
* Intermediate Level Excel Knowledge
* Basic SQL knowledge
* Data analysis or business systems-related capabilities
* Certified in Microsoft 365 application configuration.
* Bachelor's Degree or equivalent in technology or a related field
We operate a 24-hour Service Desk, utilizing a 4-on, 4-off shift pattern with 12-hour shifts scheduled between 20:00 PM and 8:00 AM.
Job Type: Full-time
Pay: £12.98 per hour
Job Type: Full-time
Pay: £12.98 per hour
Benefits:
* Company events
* Company pension
* Health & wellbeing programme
* Private dental insurance
* Private medical insurance
* Store discount
Application question(s):
* What appeals to you about working night shifts?
* The position is fully office-based, are you able to commute to the office?
Work Location: In person