Service Desk Co-ordinator

Service Desk Coordinator Location: Office-based, Central London
Employment: Permanent, Full-Time

IN2-AV Recruitment is partnering with a leading high-end technology integration specialist to find an organised and proactive Service Desk Coordinator to join their dedicated aftercare team.

Our client designs and supports cutting-edge smart home and boutique hospitality systems-spanning IT, lighting, audio-visual, control, cinema and immersive environments. They are known for delivering beautifully engineered, intuitive technology solutions and maintaining long-term relationships with discerning, high-profile clients. Their service team provides exceptional 24/7 support, and this role is key to ensuring a seamless customer experience.

The Role

As Service Desk Coordinator, you will manage all incoming service tickets, assess and allocate work, and oversee tasks from creation through to completion. You’ll work closely with engineers, clients, and wider internal teams to ensure issues are resolved promptly and professionally.

This is a busy, client-facing role requiring outstanding organisation and communication skills. You’ll play a vital part in maintaining service excellence and supporting the efficiency of the engineering team.

Key Responsibilities

• Manage the service inbox, prioritising requests in line with SLAs and urgency.
• Log and update client details within the CRM, ensuring records are accurate.
• Allocate tasks to service engineers, monitoring workloads and maintaining capacity for urgent jobs.
• Track progress of all service tickets, ensuring timely updates and completion.
• Maintain clear, professional communication with clients throughout the process.
• Coordinate daily engineer schedules, including reassignments when required.
• Support with quotes, stock orders and contract renewals.
• Oversee the on-call rota and annual leave planning for engineers.
• Help drive service efficiency by monitoring contract usage and engineer time.

Skills & Experience

• Strong administrative abilities with excellent attention to detail.
• Experience scheduling site or service visits in a busy technical environment.
• Confident, professional communication skills, particularly over the phone.
• Ability to juggle multiple priorities and work under pressure.
• Competent IT skills across Microsoft Office and ticketing/CRM systems.
• Background in customer service, service coordination, IT, engineering or AV is highly desirable.

Why Apply?

• Competitive salary and benefits
• 23 days holiday + bank holidays + your birthday off
• Company pension
• Regular team social events
• Ongoing training and development
• 37.5-hour working week

If you’re a highly organised coordinator who thrives in a fast-paced environment and enjoys working with smart technology, we want to hear from you. Apply today through IN2-AV Recruitment.