At a Glance
- Tasks: Coordinate service calls and manage communication for security systems.
- Company: Join the UK's largest independent security solutions integrator.
- Benefits: Office-based role with a dynamic team and growth opportunities.
- Other info: Proactive environment with a focus on continuous improvement.
- Why this job: Be part of a forward-thinking company making a real impact in security.
- Qualifications: Experience in service desk roles and strong organisational skills.
The predicted salary is between 30000 - 40000 £ per year.
Do you want to join a team of outstanding and dedicated individuals within one of the most dynamic and forward-thinking companies in the security and lone worker industry? If so, due to growth we are looking for a suitable candidate to join our existing team. Reliance High-Tech is the UK's largest independent integrator of security solutions. It is trusted by leading brands and organisations to protect their people, assets and reputations through innovative technology and specialist expertise. Unique in the industry, Reliance High-Tech combines the capability and footprint of a large organisation, with the agility and customer focus of an independent business. The team at Reliance High-Tech draw on their considerable IT expertise and sector experience to serve organisations across a wide range of industry sectors that require advanced, bespoke security solutions and the highest-level security clearances.
Responsibilities
- Service Desk & Call Management
- Coordinate and prioritise service calls for CCTV, access control, intruder alarms, intercoms, and related systems.
- Log, categorise, update, and close tickets accurately within the service management system.
- Allocate work to field engineers and subcontractors based on skills, location, and urgency.
- Act as an escalation point for critical, high-priority, or SLA-breaching incidents.
- Customer & Stakeholder Communication
- Act as a primary point of contact for customers regarding faults, maintenance, and service updates.
- Provide clear and timely communication to clients, account managers, and internal stakeholders.
- Liaise with Alarm Receiving Centres (ARCs) and monitoring centres when required.
- Engineer & Resource Coordination
- Coordinate engineer schedules, call-outs, and planned preventative maintenance (PPM) visits.
- Support effective route planning and utilisation of technical resources.
- Ensure engineers receive accurate job details, access information, and system documentation.
- Performance, Compliance & Reporting
- Monitor service performance against SLAs and contractual KPIs.
- Produce service performance reports and fault trend analysis.
- Support compliance with industry standards and accreditations such as NSI, SSAIB, and relevant BS EN standards.
- Process & Continuous Improvement
- Ensure adherence to service desk procedures and best practices.
- Maintain and support the use of knowledge base articles and technical documentation.
- Identify recurring issues and recommend process or service improvements.
Competencies
- Essential
- Experience in a service desk or coordination role within the electronic security or technical services industry.
- Experience coordinating field engineers or service teams.
- Strong organisational and prioritisation skills.
- Excellent verbal and written communication skills.
- Experience using service or job management systems.
- Desirable
- Knowledge of NSI, SSAIB, or similar accreditation requirements.
- Understanding of CCTV, access control, intruder alarms, and basic networking principles.
- ITIL Foundation or equivalent service management knowledge.
- Experience working with monitored security systems or ARCs.
Personal Qualities
- Calm and professional under pressure.
- Customer-focused with strong attention to detail.
- Proactive, organised, and solutions-driven.
- Confident communicator and effective team player.
Permit to Work
- Ability to complete full personal security screening.
- Ability to complete SC level clearance.
Service Desk Coordinator - Office based Only in Bracknell employer: Broughton Group
Reliance High-Tech is an exceptional employer that fosters a dynamic and supportive work environment, ideal for those looking to make a meaningful impact in the security industry. With a strong emphasis on employee growth and development, team members benefit from ongoing training and the opportunity to work with cutting-edge technology while collaborating with a dedicated group of professionals. Located in the UK, the company combines the resources of a large organisation with the agility of an independent business, ensuring a customer-focused approach that values innovation and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Coordinator - Office based Only in Bracknell
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Broughton Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Broughton Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Coordinator - Office based Only in Bracknell
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Broughton Group:Your cover letter is your chance to shine! Tell us why you want to work at Broughton Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Broughton Group!
How to prepare for a job interview at Broughton Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
