Technologies, like people, work better when they work together. North offer a unique breadth and depth of expertise across the Internet of Things (IoT), networking and connectivity, and safety and security. Our smart integrated technology solutions transform the way people, organisations and places work. Delivering through five UK regional offices, we provide long term, multi-year partnerships in managed services and support, keeping organisations going in the right direction.
The role of Service Desk Controller (Reactive) reports into the Service Desk Manager. This role requires experience of working in the Fire and Security or any compliance, facilities industry and would suit a motivated and enthusiastic professional who is customer focused with a can-do attitude.
Ensuring reactive call outs are completed within the allocated time.
Ensuring the correct engineers is utilised for the fault call.
Liaising with customers and confirming engineer visits.
Applying for permits to work and access to sites.
First line customer support.
First line engineer support (non-technical).
Ensuring engineers have adequate van stock to support their geographical location.
Uploading reactive work reports to customer portals.
Reactive KPI reporting for management.
Monitoring engineer job completion times and reporting anomalies.
Ensuring engineer travel time is kept to a minimum.
Compiling weekly reactive call out reports for key customers.
This is not an exhaustive list of duties and may be revised from time to time as per business needs.
Experience of working on a Service desk within the Fire and Security industry.
Customer focused individual with proactive approach to work.
Positive effective communication skills.