Service Desk Administrator in Epping

Morgan Fire Protection specialises in the delivery of planned and corrective maintenance for fire detection systems and portable extinguishers. While our operational resources are primarily based around London, we proudly offer national coverage through our reactive delivery model.

Role Purpose

To provide comprehensive administrative support to the Service Desk team within a fast‑paced and dynamic environment. The role involves supporting daily operations through accurate data management, effective coordination, and high standards of customer service, ensuring the smooth and efficient running of service desk activities.

Responsibilities

• Provide high‑quality administrative support to the Service Desk and wider office team, including data entry, document preparation, filing, and general coordination.
• Maintain accurate records and ensure all administrative processes are completed efficiently and to a high standard.
• Work collaboratively with colleagues across departments on a variety of tasks and projects, ensuring clear communication and timely completion of all assigned work.
• Act as a key point of contact for field engineers, coordinating callouts and managing schedules.
• Provide administrative support to engineers, including arranging parking, uniforms, and equipment requirements.
• Manage incoming calls via the Avaya telephone system, handling new enquiries, service requests, and general queries in a professional and timely manner, while consistently delivering a high standard of customer service.
• Monitor and manage the shared inbox, ensuring all emails are responded to promptly, prioritised appropriately, and accurately filed.
• Maintain and update the CRM system (CASH), ensuring the accuracy and integrity of customer data.
• Carry out regular data cleansing and system updates, with full training provided.
• Support stock management processes by ordering materials and supplies from approved suppliers in line with engineer requirements.
• Maintain well‑organised and controlled storage areas.
• Oversee general office administration duties, including filing, shredding, post handling (including franking), and maintaining a clean, organised, and efficient working environment.
• Manage stationery orders and ensure office supplies are consistently available and appropriately organised.
• Investigate and resolve customer queries efficiently and professionally, ensuring a positive customer experience.
• Escalate issues where necessary and follow through to resolution.

Skills and Qualifications

• Proven administrative experience within a professional office environment.
• Strong IT proficiency, with experience using Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Excellent organisational and time‑management skills, with the ability to manage multiple priorities, meet deadlines, and maintain a high level of accuracy in a fast‑paced environment.
• Demonstrates a consistently high level of attention to detail and accuracy across all tasks.
• Strong written and verbal communication skills, with the ability to build and maintain effective working relationships at all levels.
• Ability to handle sensitive and confidential information with professionalism, integrity, and discretion.
• Professional, approachable, and customer‑focused, with a proactive and positive attitude.
• Reliable and punctual, with a strong sense of responsibility and commitment to supporting team objectives.

Benefits

We offer a comprehensive benefits package, including: virtual GP access, salary finance scheme, flexible lifestyle benefits platform (Choices), optional extra holidays, critical illness insurance, high‑street retail discounts via MiDeals, cycle‑to‑work and pension schemes, life cover up to four times salary, and recognition through Mitie Stars with potential cash prizes. Opportunities for training and development are also available.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition and need reasonable adjustments during the recruitment process, please let us know.