At a Glance
- Tasks: Coordinate service calls and manage support activities for security systems.
- Company: Join Reliance, the UK's leading independent security solutions provider.
- Benefits: Competitive salary, great benefits, and limitless career growth opportunities.
- Other info: Work in a state-of-the-art environment with a focus on personal development.
- Why this job: Be part of a dynamic team making a real impact in the security industry.
- Qualifications: Strong organisational skills and a proactive attitude; tech helpdesk experience is a plus.
The predicted salary is between 30000 - 36000 £ per year.
Closing Date: December 31, 2026
Why Us
As one of the most dynamic and forward-thinking companies in the electronic security and lone worker industry, Reliance believes in growing our own talent. This role offers far more than a position - it is a platform. Whether your ambitions lie in operations, administration, account management, technical services, or leadership, we will invest in the right person and support their journey. For those who demonstrate the right attitude and commitment, we offer competitive salaries, good company benefits, combined with career opportunities across our rapidly growing business that are genuinely without limit.
Role
Based out of our state of the art Bracknell Headquarters, the Service Desk Coordinator/Administrator is part of a team responsible for coordinating service, maintenance, and support activities. This role ensures the efficient handling of reactive faults, planned maintenance, and service requests for systems such as CCTV, Access Control, Intruder Alarms, and related security technologies, while maintaining high levels of customer satisfaction and service level agreements.
About Us
Reliance High-Tech / Reliance Protect is the UK's largest independent integrator/installer of security solutions / lone worker solutions. We are trusted by leading brands and organisations to protect their people, assets and reputations through innovative technology and specialist expertise.
Your Responsibilities
- Service Desk & Call Management: Coordinate and prioritise service calls and open tickets within our service platform. 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 account managers and internal stakeholders including our alarm receiving centre.
- Engineer & Resource Coordination: Coordinate engineer schedules, call-outs, and planned preventative maintenance (PPM) visits. Ensure engineers receive accurate job details, access information, and system documentation.
- Performance, Compliance & Reporting: Monitor and report against contractual service level agreements.
- Process & Continuous Improvement: Maintain and support the use of knowledge base articles and technical documentation. Work within our process framework but help identify recurring issues and recommend process or service improvements.
Your Competencies
- Essential: Strong organisational and prioritisation skills. A can-do attitude, curiosity, and the ability to learn.
- Desirable: Experience within a technical helpdesk environment. Experience coordinating field engineers or service teams. Understanding of CCTV, access control, intruder alarms, and basic networking principles. Experience working with monitored security systems or ARCs.
Your Profile
- 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 and ability to pass security vetting.
All job candidates will be screened to BS7858 standards to meet Reliance High-Tech's / Reliance Protect's vetting standards.
Service Desk Coordinator – Administrator Role in Bracknell employer: Reliance High-Tech
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