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- Tasks: Coordinate and prioritise the engineering team's workload for efficient service delivery.
- Company: Join a supportive team in Glasgow focused on quality and customer satisfaction.
- Benefits: Enjoy a competitive salary, professional development, and a collaborative work environment.
- Why this job: Be part of a dynamic role that enhances your organisational skills and teamwork.
- Qualifications: Previous service desk experience is a plus; strong communication and multitasking skills required.
- Other info: This is a permanent, fully office-based position with a commitment to equal opportunities.
The predicted salary is between 29000 - 31182 £ per year.
Location: Glasgow
Salary: £29,000 - £31,182 (DOE)
Hours: 41.5 hours (Mon-Fri 8-5)
Contract: Permanent (Fully Office Based)
Role Overview
My client is seeking a proactive and organised Service Desk Controller to join their team in Glasgow. This pivotal role involves coordinating and prioritising the workload of the engineering team, ensuring the efficient management of Work Order Numbers (WONs), and assisting in the achievement of contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The ideal candidate will possess strong organisational skills, a customer-focused mindset, and a commitment to quality and safety.
Key Responsibilities
- Workload Coordination & Service Delivery
- Engineer Scheduling: Organise and prioritise the daily workload of the engineering team to meet customer deadlines.
- Work Order Management: Oversee the life cycle of WONs from initiation to closure, ensuring timely and accurate processing.
- Quality Assurance: Support the team in adhering to established procedures and quality standards.
- Resource Allocation: Assess and balance the needs of customers and engineers in a dynamic environment.
- Backlog Management: Take ownership of the backlog within the allocated region, ensuring timely resolution.
- Issue Escalation: Alert the management team to any issues and assist in their resolution.
Required Competencies
- Customer Service Orientation: Demonstrates an understanding of customer needs and maintains a customer-focused approach.
- Communication Skills: Effectively communicates information, ensuring clarity and understanding.
- Team Collaboration: Works cooperatively with colleagues across departments to achieve common goals.
- Personal Responsibility: Takes ownership of tasks and responsibilities, ensuring reliability and consistency.
- Problem Solving: Identifies issues and proactively seeks solutions to overcome challenges.
- Adaptability: Demonstrates flexibility and openness to change in a dynamic work environment.
Qualifications & Experience
- Previous experience in a service desk or coordination role is advantageous.
- Strong organisational and multitasking abilities.
- Proficiency in Microsoft Office Suite; experience with service management software is a plus.
- Knowledge of health and safety regulations and quality management systems.
- Excellent verbal and written communication skills.
- Ability to work under pressure and meet deadlines.
Why Join Us?
- Competitive salary and benefits package.
- Opportunities for professional development and career progression.
- Supportive and collaborative team environment.
- Commitment to quality, safety, and customer satisfaction.
Service Desk Controller employer: Search
Contact Detail:
Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Controller
✨Tip Number 1
Familiarise yourself with the specific service management software mentioned in the job description. If you have experience with similar tools, be ready to discuss how those skills can transfer to this role.
✨Tip Number 2
Brush up on your knowledge of health and safety regulations, as well as quality management systems. Being able to demonstrate your understanding of these areas during the interview will show your commitment to quality and safety.
✨Tip Number 3
Prepare examples of how you've successfully managed workloads or coordinated teams in previous roles. Highlighting your organisational skills and ability to meet deadlines will resonate well with the hiring team.
✨Tip Number 4
Showcase your customer service orientation by preparing to discuss how you've handled challenging customer interactions in the past. This will demonstrate your proactive approach and commitment to customer satisfaction.
We think you need these skills to ace Service Desk Controller
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service desk or coordination roles. Emphasise your organisational skills, customer service orientation, and any experience with service management software.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and how your skills align with the responsibilities outlined in the job description. Mention specific examples of how you've successfully managed workloads or improved service delivery in previous positions.
Highlight Key Competencies: In your application, clearly demonstrate your communication skills, problem-solving abilities, and adaptability. Use concrete examples to illustrate how you've worked collaboratively with teams and managed customer needs effectively.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the Service Desk Controller role.
How to prepare for a job interview at Search
✨Showcase Your Organisational Skills
As a Service Desk Controller, you'll need to demonstrate strong organisational abilities. Be prepared to discuss specific examples of how you've successfully managed workloads or prioritised tasks in previous roles.
✨Emphasise Customer Service Orientation
This role requires a customer-focused mindset. During the interview, share experiences where you went above and beyond to meet customer needs, highlighting your understanding of their expectations.
✨Demonstrate Effective Communication
Communication is key in this position. Practice articulating your thoughts clearly and concisely. You might also want to prepare for questions that assess your ability to communicate with both customers and team members.
✨Prepare for Problem-Solving Scenarios
Expect to face questions that test your problem-solving skills. Think of past challenges you've encountered and how you resolved them, particularly in a service desk or coordination context.