Service Desk Coordinator

About the role

Convergint is seeking a full‑time Service Desk Coordinator to join its dynamic team. The role focuses on coordinating field engineers, managing call queues, and ensuring high‑quality service delivery to customers and internal stakeholders.

Key responsibilities

• Refer jobs to stores for parts and sales quotes as needed.
• Prepare daily call planners for engineers and liaise with field operations to balance capacity.
• Schedule engineer calls, optimise routes, and monitor daily call completion via mobile interface.
• Maintain contact with engineers to ensure proper call handling and referrals.
• Monitor call queues, manage Service Level Agreements, and produce weekly KPI reports.
• Coordinate with third‑party subcontractors to meet quality and deadline expectations.
• Participate in training programmes for new products and services, adhering to established procedures.
• Support the service desk in delivering first‑class client service and maintain procedural documentation.

Required profile

• Minimum 2 years of experience in a similar service desk or coordination role.
• Strong customer‑service orientation with a commitment to excellence.
• Ability to work under pressure, make decisions, and solve problems effectively.
• Excellent communication and interpersonal skills.
• Self‑motivated, detail‑oriented, and able to work both independently and as part of a team.

Required skills

• Proficiency with Microsoft Office applications.