Service Desk Administrator at FAFS Fire & Security

Chessington, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

0.0

Posted On

23 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Organizational Skills, Time Management, Communication Skills, Interpersonal Skills, Customer Service, Problem Solving, Attention to Detail, Scheduling, Service Management, Microsoft Office, Analytical Thinking, Collaboration, Professionalism, Proactivity, Adaptability, Continuous Improvement

Industry

Facilities Services

Description

Service Administrator – Chessington FAFS Fire & Security specialise in designing, installing, commissioning and servicing automatic Fire Detection, Protection and Alarm Systems in and around Greater London. We are currently looking to appoint a new Service Desk Administrator to be based out of our Head Office in Chessington, Surrey. FAFS Fire & Security’s Service Desk Administrators We are seeking a highly organized, proactive, and detail-oriented Service Administrator to join our fire alarm service team. This key role is responsible for ensuring the smooth coordination of our service operations by managing the full lifecycle of customer service requests — from initial contact to job completion and invoicing. The Service Administrator will handle scheduling and dispatching of field engineers, maintain up-to-date service records, manage compliance documentation, and act as a central communication point between customers, engineers, and internal departments. The ideal candidate will have a background in administrative support within a technical or service-driven environment, excellent communication and problem-solving skills, and a level of proficiency with service management and scheduling systems. This role requires the ability to juggle multiple priorities, maintain exceptional accuracy in data entry and reporting, and deliver outstanding customer service in a fast-paced, compliance-driven environment. Coordinate and schedule engineers for inspections, routine maintenance, emergency repairs, and service calls. Prioritize service requests based on urgency, compliance requirements, and engineer availability. Monitor engineer workload and adjust scheduling to ensure timely and efficient service delivery. Serve as the primary point of contact for incoming service inquiries via phone, email, and online portals. Provide updates to customers on appointment times, job status, and follow-up actions. Resolve customer concerns professionally and escalate issues to management when necessary. Collaborate with field engineers, service manager, and service teams to align on timelines and priorities. Participate in internal meetings to review service backlogs, customer feedback, and process improvements. Provide administrative support to the service department as needed. Who We’re Looking For FAFS Fire & Security recognise that our exemplary service can only be maintained by compliance to and the surpassing of British and European Standards which can only be effected through the continuous professional development of all team members, therefore, in addition to having all the usual attributes of a great FAFS Fire & Security employee, such as; a positive attitude, excellent communication skills, well presented and professional at all times, ability to work alone and as part of a team, for this specific opportunity, we are looking for candidates who also offer: Proven experience in a coordination, scheduling, or service administration role—preferably within an engineering, maintenance, or field service environment. Exceptional organisational and time-management skills, with the ability to manage multiple priorities and adapt quickly to changing demands. Strong communication and interpersonal abilities, with a confident and professional telephone manner and the ability to liaise effectively with both customers and colleagues. Customer-focused mindset, able to deliver outstanding service while maintaining composure under pressure. Problem-solving capability, with the initiative to make informed decisions and escalate issues appropriately when required. Excellent attention to detail and accuracy when scheduling, recording information, and managing documentation. Proficient in Microsoft Office applications (Excel, Word, Outlook) and experienced in using service management or scheduling software. Analytical thinking skills, able to assess workload, engineer availability, and service priorities to ensure efficient scheduling. Collaborative approach, comfortable working cross-functionally with engineers, service managers, and internal teams to support operational goals. Professional written communication skills, with the ability to draft clear customer updates and internal correspondence. Positive, proactive, and adaptable attitude, with a commitment to continuous improvement and high standards of service delivery. How we Attract, Reward & Retain Our Employees At FAFS Fire & Security we recognise the importance of fairly rewarding our employees. We go above and beyond with our remuneration packages that not only meet the needs of a challenging economic climate, but we offer packages, benefits and incentives to support the broader needs of our people making their everyday lives and futures more comfortable. Competitive Salary Royal London Pension Scheme – helping you build a secure financial future. Life Assurance – 4x your annual salary, giving you and your family peace of mind. Generous Annual Leave – 22 days paid holiday plus all Bank Holidays. Employee Referral Bonus – earn up to £1,000 for every successful referral, with no limits. Mental Health & Wellbeing Support – access to dedicated resources to help you thrive both personally and professionally. Employee Recognition Scheme – celebrating and rewarding your hard work and achievements. Career Development & Progression – ongoing training and opportunities to grow within the business. A Little More About FAFS Fire & Security We are a small, regionally focused business which gifts our clients a bespoke and reactive service with undivided attention & dedication. However, we have the added luxury and benefit of being part of a wider group of businesses within the Fire Protection, Security & Building Management Systems industry, allowing us to share best-practice, learning & development academies, Human Resource specialists and knowledge for constant improvement across the critical service industry. Big enough to provide but small enough to care. Our Business Include: FAFS Fire & Security fafsfireandsecurity.com Marlowe Kitchen Fire Suppression marlowekitchenfiresuppression.com Alarm Communications acl.uk.com Clymac clymac.co.uk Morgan Fire Protection morganfire.co.uk Marlowe Smoke Control marlowe-aov.co.uk Marlowe Fire & Security marlowefireandsecurity.com Equal Opportunities We strive to create a diverse, inclusive environment to encourage all our employees to be themselves. We celebrate what makes us unique and believe that adopting a culture of inclusion helps us to best serve our customers. We are committed to supporting equal opportunities, please inform us if you require any reasonable adjustments to enable you to participate in the recruitment process. Right to Work Regrettably, we are unable to offer Right to Work Sponsorship. If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered.

Responsibilities

The Service Desk Administrator is responsible for managing the full lifecycle of customer service requests, including scheduling and dispatching field engineers, maintaining service records, and acting as a communication point between customers and internal departments. This role also involves prioritizing service requests and resolving customer concerns.