Service Desk Administrator

Service Desk Administrator - Field Services Operations - 3 Month Fixed Term Contract

Overview of the role:

Service Desk Administrator – Field Services Operations

Location:
Hybrid working – Reading

We're working with a leading IT services provider who is looking for a motivated
Service Desk Administrator
to join their growing Field Services Operations team. This is a fantastic opportunity for someone who thrives in a fast-paced, collaborative environment and is eager to contribute to service excellence.

You'll be at the heart of supporting break-fix customers—handling incoming service calls, coordinating engineer schedules, arranging parts from stock or suppliers, and ensuring timely fault resolution. This is a hands-on role where you'll play a key part in delivering great customer outcomes and keeping services running smoothly.

The position reports directly to the Service Desk Manager.

Working Hours

· 37.5 hours per week, rotating shifts:

o 08:00 – 16:30

o 09:30 – 18:00

· Optional paid on-call rota (after training) to provide out-of-hours support

Key Responsibilities

· Coordinate engineer scheduling, ensuring resources are allocated effectively

· Take ownership of support tickets, ensuring timely resolution and service standards are met

· Manage part requests, monitoring SLAs and arranging collections/deliveries as required

· Provide regular updates to customers regarding ticket progress and engineer visits

· Escalate issues appropriately to ensure swift resolution and customer satisfaction

· Support continuous improvement within the Service Desk team

Skills & Experience

• Experience of scheduling engineers
• Excellent communication skills (verbal and written) with strong attention to detail
• Confident in delivering customer support over phone and email
• Strong organisational skills with the ability to prioritise and manage multiple tasks
• Proactive problem-solver with ownership and accountability
• Ability to perform under pressure and meet deadlines
• Basic understanding of IT infrastructure and networks
• Flexible approach to working shifts and potential on-call responsibilities
• Willingness to undergo (or already hold) Security Clearance
• ITIL certification (advantageous but not essential)
• Good Microsoft Office skills (Word, Excel, Outlook)

Personal Attributes

· Self-motivated with a positive, professional approach

· Able to work independently and use initiative

· Strong team player with a collaborative mindset

· Logical thinker with strong problem-solving ability

· Open to learning, feedback, and continuous improvement