Service Desk Coordinator

Role Overview

You will act as the operational bridge between the support engineers who diagnose issues on-site and the commercial team that turns those findings into chargeable work. Day to day, you will convert maintenance visit reports and call-out logs into itemised quotes, chase client approval on pending work, and keep the preventive maintenance calendar moving so no scheduled visit slips or repeats unfinished repairs. This role matters because every quotation you issue and every follow-up you make directly protects revenue and keeps after-sales service running on time.

Key Responsibilities

• Draft accurate commercial quotations for replacement parts, repairs, and corrective work identified by technicians during preventive maintenance visits and emergency call-outs.
• Track every quotation from issue to client sign-off, proactively chasing pending approvals and keeping a clear status overview for the whole team.
• Coordinate with the Support Coordinator to maintain the preventive maintenance schedule, flagging conflicts or overdue visits before they become client-facing problems.
• Log all parts and repairs flagged for future action, ensuring they are completed and closed out before the next scheduled maintenance visit.
• Handle service-related client emails and enquiries as backup, providing timely, professional responses and escalating anything unresolved.
• Keep accurate, up-to-date records of quotations, approvals, follow-ups, and maintenance scheduling so the team always has a reliable source of truth.
• Pull the technical details and pricing information needed for quotes from the Presales and Support teams, verifying that both the scope and the commercial terms are correct.
• Support the Presales team with quotes for project-related work as well as after-sales jobs, maintaining consistent formatting and approval workflows.
• Monitor open client requests and internal actions against agreed timelines, escalating bottlenecks or potential delays to the right person early.
• Provide additional coordination and administrative backup to the wider Support Department when workload peaks or cover is required.

Requirements & Qualifications

• Tertiary qualification (Diploma or Degree) in Business Administration, Engineering, or a related discipline.
• At least 1–2 years of hands-on experience in coordination, sales support, customer service, or a closely related administrative role.
• Experience in a technical, security, engineering, or service-focused industry is a strong plus—you will understand the rhythm of call-outs and maintenance cycles.
• Solid working knowledge of Microsoft Excel and Word, including the ability to create clear, formatted quotes and trackers.
• Familiarity with CRM, quoting, or service management platforms is advantageous but not essential—you should be comfortable learning new systems.
• Excellent organisational skills, with a track record of juggling multiple quotations, deadlines, and follow-ups without losing accuracy.
• Strong written and verbal communication, able to write professional client-facing emails and speak confidently with internal technical teams.
• High attention to detail, especially when pricing parts, copying descriptions, and checking that every line item matches the technician's report.
• A proactive mindset—you spot potential delays, missing information, or unapproved quotes and address them before they escalate.
• Comfort working with multiple stakeholders and shifting priorities in a fast-paced service environment.