Service Desk Call Handler - Electronic Security

About the role

Securitas Technology, part of Securitas, is looking for a diligent, customer-focused Service Desk Call Handler to join its team in Ballymount, Dublin. The successful candidate will be the first point of contact for customers reporting issues or requesting service for their electronic security systems, logging service requests, managing planned maintenance schedules and coordinating with field engineers so that service level agreements (SLAs) are met.

Key responsibilities

• Answer service calls and respond to service-related emails professionally and on time.
• Log service requests and customer interactions in the service desk system, capturing customer, site and system details.
• Prioritise calls by urgency, contractual SLAs and procedures, and dispatch field engineers efficiently.
• Schedule and coordinate planned maintenance visits, and manage engineer diaries in real time.
• Monitor the queue for target response times and keep customers informed of status and estimated arrival times.
• Escalate complex or critical issues and handle complaints with empathy.
• Provide basic remote troubleshooting where appropriate, maintain customer and site records, and generate reports on call volumes, response times and engineer activity.
• Work with field engineers, sales teams and other departments, and take part in team meetings on performance and process improvement.

Required profile

• Proven experience in a customer service or service desk environment.
• Previous experience in the electronic security industry or a similar technical service environment.
• Familiarity with electronic security terminology such as intruder alarms, CCTV and access control.
• Excellent verbal and written communication, strong organisational and time-management skills, and attention to detail.
• Ability to work independently and under pressure, and to adapt to new systems.

Required skills

• Proficiency with service desk or ticketing systems.
• CASH by Mentor, Microsoft Excel and Microsoft Teams.

What we offer

• A values-driven, diverse and inclusive workplace with clear career pathways and growth opportunities.
• Recognition for achievements and a global, collaborative team.
• Security vetting is required for all employees.