Service Desk Coordinator

Service Desk Coordinator - Glasgow
Service Desk Coordinator
Location: Glasgow, Glasgow City, United Kingdom
Salary: Competitive
Employment Type: Full-time, Permanent
About the Role
As the Service Desk Coordinator, you will play a pivotal role in all aspects of North's Service Desk operation. This role will include a hybrid requirement of day to day ticket management but also preparing accurate quotations and managing procurement for remedial work.
Your expertise in organising and collaborating with customers and any external key stakeholders will be a mandatory requirement.
Knowledge and previous experience of working in a service desk environment will be highly valued and your strong administrative skills will support seamless operations across the service desk.
Key Responsibilities
* Act as the first point of contact for daily service desk operations and workload coordination.
* Monitor the shared mailbox and ticket queues, ensuring all incoming requests are logged, triaged, and assigned promptly.
* Allocate tasks to Service Desk Analysts and Field Engineers based on priority, skillset, and location.
* Track ticket progress, chase updates, and ensure SLA compliance.
* Communicate clearly with customers regarding updates, scheduling, and next steps.
* Support onboarding activities for new team members (accounts, equipment setup, access requests).
* Maintain accurate records, documentation, and reporting to support service performance.
* Escalate incidents and risks to the Service Desk Manager when required.
* Assist with continuous improvement, process adherence, and quality assurance across the team.
Qualifications & Skills
* 1–3 years in a service desk environment; ticket management, quoting, estimating, procurement, or administration, preferably in remedial services, Small Works, construction, or facilities management.
* Knowledge of the Fire and Security industry would be preferable but is not a necessity.
* Strong numerical and analytical skills with a detail-oriented mindset.
* Proficiency in Microsoft Office (Excel, Word, Outlook) and quoting/CRM software.
* Excellent written and verbal communication skills.
* Ability to multitask and work under deadlines.
* Strong customer service and negotiation skills.
What We Offer
* A competitive salary package , reflective of experience and skills.
* Permanent full-time employment with a supportive and inclusive work environment.
* Opportunities for professional development and career progression within a growing organisation.
* Access to training and certifications to enhance your IT knowledge and skills.
* Generous holiday entitlement and bank holidays.
* Employee assistance programmes and wellbeing initiatives.
* Contributory pension scheme and other standard employee benefits.
Preferred
* Experience in quoting within a service department, maintenance, remedial repair, or Small Works industry.
* Familiarity with job costing, procurement, and scheduling processes.
Why Join Us?
Joining our Service Desk team & becoming part of a forward-thinking organisation that values collaboration, innovation, and excellence in service delivery. We invest in our people and provide a supportive environment where your contributions make a real difference.
How to Apply
Please submit your CV along with completing the Application Form. We look forward to welcoming a new Service Desk Coordinator to our team who will help drive our operations forward