Field Service Helpdesk Specialist

Field Service Helpdesk Specialist

Location: Remote - UK

Employment: Full-time, Permanent
Salary: Competitive

We're looking for a Field Service Helpdesk Specialist to join a busy technical service team supporting customers across the UK.

This is a fully remote opportunity combining first-line technical support, customer service and field engineer coordination. You'll play a key role in ensuring technical issues are diagnosed quickly, engineers are deployed effectively and customers are kept informed throughout the process.

THE ROLE

Your responsibilities will include:

* Receiving, logging and prioritising incoming service calls, emails and support tickets
* Providing first-line technical support and troubleshooting
* Diagnosing technical issues using knowledge resources and established processes
* Scheduling and dispatching field service engineers
* Monitoring jobs through to completion and keeping customers updated
* Maintaining accurate information within service management systems
* Escalating complex or high-priority technical issues to the appropriate teams
* Managing customer expectations during service incidents
* Producing service and job status updates
* Supporting improvements to helpdesk processes and technical documentation

ABOUT YOU

We're looking for someone with previous experience in a helpdesk, service desk, technical support or field service coordination environment.

You should have:

* Strong diagnostic and problem-solving skills
* Excellent customer service and communication skills
* Ability to explain technical information clearly to non-technical customers
* Experience using ticketing or service management systems
* Good general IT skills, including email and spreadsheets
* Strong organisation and prioritisation skills
* Ability to coordinate multiple engineers and service requests
* Confidence working independently in a remote environment
* Ability to collaborate effectively with colleagues across different locations
* Right to work in the UK on a permanent, full-time basis

DESIRABLE EXPERIENCE

Experience in any of the following would be particularly useful:

* Retail equipment or hardware support
* Weighing or label-printing equipment
* Remote-access support tools
* Basic network troubleshooting
* Field service scheduling and planning systems
* Working with SLAs and service prioritisation frameworks

WHAT'S ON OFFER

* Full-time, permanent position
* Fully remote UK-based working
* Competitive salary
* Training and career development opportunities
* Support for professional qualifications
* Employee benefits
* Collaborative technical service environment

If you have a background in technical support and enjoy solving problems, coordinating engineers and delivering a great customer experience, we'd like to hear from you.

Apply today or get in touch for a confidential discussion