Service Desk Controller

Service Desk Controller Salary £29,285k - £31,182k
 
Pertemps are recruiting for a Service Desk Controller for a facilities management and engineering support hub. The Service Desk Controller plays a critical role in coordinating the daily operations of the engineering team. You will be responsible for scheduling, prioritising, and monitoring tasks to ensure that customer requests are completed efficiently and to a high standard. Your work directly supports the achievement of key service level targets (SLAs/KPIs) and contributes to overall customer satisfaction.
 
Key Responsibilities

• Prioritise and allocate engineering tasks, managing work orders through to completion.
• Monitor regional performance, job backlogs, and system accuracy.
• Ensure high customer service standards, resolve complaints, and meet KPIs.
• Coordinate engineer schedules, PPMs, parts logistics, and team communication.
• Support training, team cover, and continuous service improvements.
• Collaborate across departments and maintain clear communication.
• Uphold health & safety standards and actively engage in personal development.

 
Key Competencies

• Customer Focus: Approachable, responsive, and solution-oriented.

• Organisation & Accuracy: Detail-driven with strong IT and reporting skills.
• Teamwork & Leadership: Builds trust, supports others, and encourages development.
• Accountability: Takes initiative, manages workload, and delivers under pressure.
• Improvement Mindset: Embraces change and contributes to process enhancements.

 
 
Ideal Background

• Experience in workforce coordination, scheduling, or dispatch (especially in an engineering, maintenance, or field service environment).
• Strong communication and team leadership skills.
• Ability to manage competing priorities in a fast-paced setting.