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Service Desk Coordinator - Apleona
Software Engineer
Lead the front‑line support team, managing incident tickets, coordinating mobile engineering resources, and ensuring high‑quality service for commercial M&E clients using ITIL best practices and robust ticketing tools.
About the role
Key Responsibilities
- Act as the primary point of contact for all service desk incidents, ensuring timely logging, categorisation and resolution.
- Coordinate with mobile engineering teams to schedule on‑site maintenance and repairs for commercial HVAC, boilers and related equipment.
- Maintain accurate records in the ticketing system, providing regular status updates to stakeholders.
- Escalate complex issues to senior engineers and track progress until closure.
- Analyse incident trends, prepare reports and recommend process improvements to enhance service quality.
Requirements
- Proven experience in a service desk or help‑desk environment, preferably within M&E or facilities management.
- Strong knowledge of ITIL principles and incident management best practices.
- Excellent communication and customer‑service skills, with the ability to explain technical issues to non‑technical users.
- Familiarity with ticketing systems (e.g., ServiceNow, Jira Service Management) and basic troubleshooting of Windows/Linux systems.
- Self‑motivated, detail‑oriented, and able to work independently in a fast‑paced environment.