At a Glance
- Tasks: Be the go-to person for all electronic security service issues and provide top-notch support.
- Company: Join Reliance High-Tech, the UK's largest independent security solutions integrator.
- Benefits: Enjoy a dynamic work environment with opportunities for personal development and training.
- Other info: Work in a supportive team and contribute to innovative security solutions.
- Why this job: Make a real difference in the security industry while growing your skills.
- Qualifications: Experience in a Service Desk or Helpdesk role and basic knowledge of electronic security systems.
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 your skills, ambition, and ethos match our values below – call us.
A 1st Line Service Desk Analyst acts as the Single Point of Contact (SPOC) for all Incidents, Service Requests, and Events relating to electronic security systems. Operating within a Service Desk framework, the role ensures issues are logged, prioritised, resolved, or escalated in line with agreed Service Level Agreements (SLAs).
About Us
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.
- Act as the Single Point of Contact (SPOC) for electronic security service issues
- Log, categorise, and prioritise Incidents, Service Requests, and Events
- Provide first‑line Incident diagnosis and resolution
- Escalate unresolved Incidents in line with Service Desk escalation procedures
- Support CCTV, access control, intruder alarm, and intercom systems
- Ensure SLA compliance and accurate ticket updates
- Adhere to security, compliance, and confidentiality requirements
- Provide remote support for on‑site engineers
- Contribute to Knowledge Management and Continual Service Improvement
- Participate in team meetings and actively contribute towards the business’ activities
- Strive to maximise personal development and performance and take active part in performance reviews and personal development plans
- Maintain up to date technical knowledge through internal and external training provision.
- Operate according to the requirements of business‑specific applications and processes and the broad application environments (e.g. order submission, stock control, timesheet submission, job closing, etc.)
Experience in a Service Desk or Helpdesk environment
- Working knowledge of ITIL Incident Management and Request Fulfilment
- Excellent communication and customer service skills
- Basic technical knowledge of electronic security systems
- Understanding of Windows operating systems
- Technical knowledge of TCP/IP and remote connection tools
- Strong attention to detail and process adherence
- Ability to prioritise workload and work to SLAs
- Professional, reliable, and security‑conscious
Your Profile
- Permit to Work
- Ability to complete full personal security screening
- Ability to complete SC level clearance
- Working as part of a team
- Good written and spoken English
- Commercially aware
Competencies for Success
- SLA compliance for response and resolution
- Accuracy of incident logging and categorisation
- Call quality and procedure adherence
- Escalation timeliness for priority incidents
- Inquisitive – Have a desire to learn/research, and develop personally and professionally
Contact Us
To express an interest in this role please send your CV and a covering letter to careers@reliancehightech.co.uk. This must include your home location. All job candidates will be screened to BS7858 standards to meet Reliance High‑Tech’s / Reliance Protects vetting standards.
Thank you for your interest in joining our team. If you have not heard from us within two weeks of submitting your application, unfortunately, it means your application has not been successful at this time. We will, however, keep your details on file, and if your skills and experience align with future opportunities, we may contact you directly.
Service Desk Engineer & Coordinator – Bracknell Office Based employer: Reliance High-Tech Limited
At Reliance High-Tech, we pride ourselves on being a dynamic and forward-thinking employer in the security industry, offering a collaborative work culture that values innovation and personal development. Our Bracknell office provides a supportive environment where employees can thrive through continuous training and growth opportunities, all while contributing to meaningful projects that protect people and assets. Join us to be part of a dedicated team that combines the resources of a large organisation with the agility of an independent business, ensuring a rewarding career path in a vital sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer & Coordinator – Bracknell Office Based
✨Tip Number 1
Network like a pro! Reach out to current employees at Reliance High-Tech on LinkedIn or other platforms. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by brushing up on your technical knowledge of electronic security systems. Be ready to discuss how you’d handle specific incidents or service requests, showing off your problem-solving skills.
✨Tip Number 3
Show your enthusiasm for continual learning! Mention any relevant training or certifications you've completed, especially those related to ITIL or electronic security systems. It shows you're committed to personal development.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Service Desk Engineer & Coordinator – Bracknell Office Based
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Engineer role. Highlight your experience in ITIL Incident Management and any relevant technical knowledge of electronic security systems. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about joining our team at Reliance High-Tech. Share specific examples of your customer service skills and how you’ve handled incidents in the past.
Showcase Your Communication Skills:As a Service Desk Engineer, communication is key. Make sure your application reflects your ability to communicate clearly and effectively. We love candidates who can articulate their thoughts well, both in writing and verbally!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re proactive and keen to join our dynamic team. We can’t wait to hear from you!
How to prepare for a job interview at Reliance High-Tech Limited
✨Know Your Stuff
Make sure you brush up on your knowledge of electronic security systems, especially CCTV, access control, and intruder alarms. Familiarise yourself with the basics of TCP/IP and remote connection tools, as these are crucial for the role.
✨Master the SLAs
Understand the Service Level Agreements (SLAs) that the company adheres to. Be prepared to discuss how you would ensure compliance and manage incidents within those timeframes during the interview.
✨Show Off Your Communication Skills
Since this role involves being the Single Point of Contact for service issues, practice articulating your thoughts clearly. Think about examples where you've successfully communicated with customers or team members to resolve issues.
✨Be Inquisitive
Demonstrate your eagerness to learn and grow. Prepare questions about the company's approach to continual service improvement and how they support personal development. This shows you're not just looking for a job, but a place to build your career.
