Service Desk Co-ordinator
Location: Acton, London
Department: Service Department
Job Type: Full-time
Reports to: Service and Sales Support Manager
Join a well-established, growing service team
Nelson is a long-established commercial catering equipment and warewashing business, supporting hospitality, education, leisure, and commercial clients across London, the South East and throughout the UK.
We are looking for a professional, organised and customer-focused Service Desk Co-ordinator to join our busy Service Department in Acton.
This is an important front-line role, helping to ensure our customers receive prompt, reliable and well-managed service support. You will be the link between customers, engineers, service agents and the wider Nelson team, making sure service calls are handled efficiently, clearly and professionally.
Essential Duties and Responsibilities:
The Service Desk Co-Ordinator will ensure that our customers and their end users receive service support as they need it. Apart from receiving the calls from the customer, they will allocate an engineer from our team or service agent from the approved list of agents. The Service Desk Co-Ordinator must provide top-notch customer service and keep Clients and service agents informed on any ongoing and outstanding service calls.
· Maintain and develop a relationship with the customer network.
· Maintain and develop a relationship with the internal engineering team and the service partner network.
· Responding to Customer calls quickly and professionally and ensuring that all issues are resolved satisfactorily.
· Documenting all work including calls made.
· Assisting other helpdesk team members when required.
· Giving the first line of diagnosis such as knowing what common error codes mean and how best to deal with them.
· Manage and maintain the data required to carry out the task.
· Have an in-depth knowledge of the Terms and conditions of the company.
· Decide whether a call is warranty, under contract, or chargeable to the end user based on company T&C’s.
· Progress all calls including paperwork, within KPI tolerances.
· Assist the rest of the service department team where required.
Education and/or Work Experience Requirements:
· Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
· Excellent computer proficiency (MS Office – Word, Excel and Outlook)
· Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
· Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
· A customer-focused approach
· Experience in providing technical support for end-users, including remote support if required.
· Knowledge of the latest Windows operating systems and office applications
· Experience in working with products at a base technical level
· Ability to work well in a team
Physical Requirements:
· Ability to safely and successfully perform the essential job functions
· Ability to maintain regular, punctual attendance consistent with their contract of employment
· Must be able to talk, listen and speak clearly on telephone
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Company pension
- On-site parking
- Transport links
Work Location: In person
