Job title Service Desk Administrator Department Simpro Operations Location Nottingham office Reports to Head of Operations Responsible for staff No line manager responsibility Working hours 37.5 hours per week worked Monday to Thursday, 09:00am 5:00pm. Friday 09:00am 4:00pm Role overview The Helpdesk Coordinator is responsible for coordinating day-to-day service activities, ensuring service work is assigned to the relevant skilled engineers, client communications are managed professionally, and all service documentation is accurate and compliant. This role is central to delivering a high-quality, responsive service to clients. Key tasks Client Liaison & Communication Act as the main point of contact for clients regarding service visits and job updates Provide clear, timely updates on job status, attendance times, and follow-on actions Manage incoming service requests via phone, email, and client portals Maintain professional relationships with clients at all times Portal & System Updates Update client portals with attendance notes, job status, reports, and certification Ensure all system records are accurate, up to date, and compliant with agreed processes Track completion of works and escalate outstanding actions where required Engineer Paperwork & Compliance Check engineers paperwork for accuracy, completeness, and compliance Ensure service reports, checklists, timesheets, and certificates are correctly completed Follow up with engineers to resolve errors or missing information Support audit and quality requirements through accurate record-keeping Criteria Essential (attributes required for candidate to be considered) Desirable (attributes can be trained or developed) Skills & Experience Experience in a helpdesk, coordination, scheduling, or service administration role Strong organisational skills Excellent communication skills, both written & verbal Good IT skills (MS Office, CRM or job management systems) Ability to work under pressure and manage multiple priorities Experience in engineering, Fire & Security, facilities management Knowledge of SLA -driven service environments Personal qualities (the way you think and act) The ability to work successfully in a target-based environment Highly organised with strong attention to detail Calm, professional, and customer focused Proactive and solution-oriented Reliable team player with the ability to work independently