onsite
Service Desk Co ordinator - JCW
Software Engineer
Lead the front‑line support for a building services firm, managing incidents, coordinating mobile engineering teams, and ensuring high‑quality service for commercial HVAC and boiler systems.
About the role
Key Responsibilities
- Act as the primary point of contact for all service desk tickets, logging, prioritising and resolving incidents in a timely manner.
- Coordinate and schedule mobile engineering teams to perform maintenance, repairs and installations on commercial boilers, chillers, air‑conditioning units and other M&E equipment.
- Maintain accurate records of service activities, spare parts usage and client communications using the company’s ticketing system.
- Collaborate with senior engineers and project managers to ensure service level agreements are met and client expectations exceeded.
- Provide regular reporting on ticket trends, resolution times and resource utilisation to improve operational efficiency.
Requirements
- Proven experience in a service desk or technical support role within the building services or HVAC industry.
- Strong knowledge of incident management processes and ITIL principles.
- Excellent communication skills, both written and verbal, with the ability to explain technical issues to non‑technical stakeholders.
- Ability to work independently, prioritise tasks and manage multiple tickets simultaneously.
- Familiarity with commercial boiler and HVAC maintenance practices is highly desirable.