Service Desk Administrator

Overview
Service Desk Administrator – Chessington
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.
FAFS Fire & Security\’s Service Desk Administrators 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.
Responsibilities
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
Requirements
Who We\’re Looking For
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, such as; a positive attitude, excellent communication skills, well presented and professional at all times, ability to work alone and as part of a team, for this specific opportunity, 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
Benefits
How we Attract, Reward & Retain Our Employees
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