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
Reliance High-Tech is an excellent employer that fosters a collaborative work culture, where employees are encouraged to develop their skills and grow within the organisation. With a focus on training and exposure to innovative technology and projects, the role of Procurement Coordinator offers meaningful opportunities for professional advancement while contributing to efficient procurement processes in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Coordinator – Administrator Role in Bracknell
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Reliance High-Tech. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Reliance High-Tech before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Coordinator – Administrator Role in Bracknell
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Reliance High-Tech:Your cover letter is your chance to shine! Tell us why you want to work at Reliance High-Tech specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Reliance High-Tech!
How to prepare for a job interview at Reliance High-Tech
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
