SERVICE DESK COORDINATOR - Burton Security : Job Details

This is an exciting opportunity to join Burton Security, a small but ambitious and successful company specialising in the manufacture, distribution, installation and aftersales service of physical security solutions. Due to rapid sales growth, we are looking for positive, enthusiastic individuals to join their friendly service team, helping customers and scheduling engineers.

In addition to a good basic salary, we offer a bi-monthly company bonus scheme. You’ll also benefit from (20 days’ 8 statutory days) annual holiday with a time served accrual system, job specific training, pension, life insurance, and enhanced maternity/paternity/adoption leave and company sick pay schemes after a qualifying period.

The primary role will be liaising with customers, dealing with ATM recoveries and upgrades, processing orders and coordinating field engineers to attend reactive service jobs for our key customers across the UK. Daily duties will include:

• Providing 1st line service support to customers.
• Processing sales orders.
• Log, triage, and assign jobs to service engineers based on urgency, location, and availability.
• Ensuring we meet service level agreements in place with our key customers.
• Liaising with technical support and our lead engineers.
• Liaising with our fabrication department to organise product upgrades.
• Inputting service call data onto our system and tracking the progress.
• Producing quotations for requested works and invoicing for works carried out.
• Updating and generating reports from various databases on our performance levels.

This is a fast-paced, multi-faceted role requiring strong communication, organisational skills and a proactive approach to incident management and service continuity. To be successful, you must:

• Have experience of working on a customer service desk, scheduling and/or helpdesk.
• Enjoy dealing with customers and understand that the customer always comes first.
• Be organised and methodical.
• Have a good knowledge of Microsoft Office.
• Be willing to cover an out of hours phone line (usually 1 week in 4 for which you will receive additional pay).
• Knowledge of Microsoft NAV or Field Motion would be an advantage but is not essential.