Service Desk Administrator in Ewell

FAFS Fire & Security specialise in designing, installing, commissioning and servicing automatic Fire Detection, Protection and Alarm Systems in and around Greater London. We are currently looking to appoint a new Service Desk Administrator to be based out of our Head Office in Chessington, Surrey.

We are seeking a highly organized, proactive, and detail-oriented Service Administrator to join our fire alarm service team. This key role is responsible for ensuring the smooth coordination of our service operations by managing the full lifecycle of customer service requests — from initial contact to job completion and invoicing. The Service Administrator will handle scheduling and dispatching of field engineers, maintain up-to-date service records, manage compliance documentation, and act as a central communication point between customers, engineers, and internal departments.

The ideal candidate will have a background in administrative support within a technical or service-driven environment, excellent communication and problem-solving skills, and a level of proficiency with service management and scheduling systems. This role requires the ability to juggle multiple priorities, maintain exceptional accuracy in data entry and reporting, and deliver outstanding customer service in a fast-paced, compliance-driven environment.

• Coordinate and schedule engineers for inspections, routine maintenance, emergency repairs, and service calls.
• Prioritize service requests based on urgency, compliance requirements, and engineer availability.
• Monitor engineer workload and adjust scheduling to ensure timely and efficient service delivery.
• Serve as the primary point of contact for incoming service inquiries via phone, email, and online portals.
• Provide updates to customers on appointment times, job status, and follow-up actions.
• Resolve customer concerns professionally and escalate issues to management when necessary.
• Collaborate with field engineers, service manager, and service teams to align on timelines and priorities.
• Participate in internal meetings to review service backlogs, customer feedback, and process improvements.
• Provide administrative support to the service department as needed.

FAFS Fire & Security recognise that our exemplary service can only be maintained by compliance to and the surpassing of British and European Standards which can only be effected through the continuous professional development of all team members. Therefore, in addition to having all the usual attributes of a great FAFS Fire & Security employee, we are looking for candidates who also offer:

• Proven experience in a coordination, scheduling, or service administration role—preferably within an engineering, maintenance, or field service environment.
• Exceptional organisational and time-management skills, with the ability to manage multiple priorities and adapt quickly to changing demands.
• Strong communication and interpersonal abilities, with a confident and professional telephone manner and the ability to liaise effectively with both customers and colleagues.
• Customer-focused mindset, able to deliver outstanding service while maintaining composure under pressure.
• Problem-solving capability, with the initiative to make informed decisions and escalate issues appropriately when required.
• Excellent attention to detail and accuracy when scheduling, recording information, and managing documentation.
• Proficient in Microsoft Office applications (Excel, Word, Outlook) and experienced in using service management or scheduling software.
• Analytical thinking skills, able to assess workload, engineer availability, and service priorities to ensure efficient scheduling.
• Collaborative approach, comfortable working cross-functionally with engineers, service managers, and internal teams to support operational goals.
• Professional written communication skills, with the ability to draft clear customer updates and internal correspondence.
• Positive, proactive, and adaptable attitude, with a commitment to continuous improvement and high standards of service delivery.

At FAFS Fire & Security we recognise the importance of fairly rewarding our employees. We go above and beyond with our remuneration packages that not only meet the needs of a challenging economic climate, but we offer packages, benefits and incentives to support the broader needs of our people making their everyday lives and futures more comfortable.

• Competitive Salary
• Royal London Pension Scheme – helping you build a secure financial future.
• Life Assurance – 4x your annual salary, giving you and your family peace of mind.
• Generous Annual Leave – 22 days paid holiday plus all Bank Holidays.
• Employee Referral Bonus – earn up to £1,000 for every successful referral, with no limits.
• Mental Health & Wellbeing Support – access to dedicated resources to help you thrive both personally and professionally.
• Employee Recognition Scheme – celebrating and rewarding your hard work and achievements.
• Career Development & Progression – ongoing training and opportunities to grow within the business.

We are a small, regionally focused business which gifts our clients a bespoke and reactive service with undivided attention & dedication. However, we have the added luxury and benefit of being part of a wider group of businesses within the Fire Protection, Security & Building Management Systems industry, allowing us to share best-practice, learning & development academies, Human Resource specialists and knowledge for constant improvement across the critical service industry.

We strive to create a diverse, inclusive environment to encourage all our employees to be themselves. We celebrate what makes us unique and believe that adopting a culture of inclusion helps us to best serve our customers. We are committed to supporting equal opportunities, please inform us if you require any reasonable adjustments to enable you to participate in the recruitment process.

Regrettably, we are unable to offer Right to Work Sponsorship. If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered.