Service Desk Co ordinator - JCW

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.