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Service Desk Administrator

  • Location:

    Belfast, County Antrim

  • Sector:

    Admin & Secretarial

  • Job type:


  • Salary:

    £18000 - £20000 per annum

  • Contact:


  • Contact email:

  • Job ref:


  • Published:

    3 months ago

  • Expiry date:


  • Startdate:


Job Description

Brook Street (UK) Ltd is recruiting on behalf of our Belfast-based client to secure candidates for a full-time, permanent Service Desk Administrator position.

This comprehensive and busy role is pivotal to the successful operation of the engineering administrative function and will require you to think on your feet so that customer's expectations are met or exceeded. Preference will be given to those with experience of working in a similar role within the security systems industry.

Key Responsibilities

Reporting to the Operations Manager you will required to:

¢ Effectively plan engineer's diaries to achieve optimum performance results for planned maintenance and installation of customer's security systems.
¢ Be the main point of contact in response to customer requests for service calls and be able to manage critical customer incidents, associated customer communications activities and appropriate escalations.
¢ Liaise with engineers and Operations Manager to determine suitable resolutions to technical queries.
¢ Process engineer's reports by uploading information onto contracts database (Alarm Master), logging work in progress tasks and scheduling revisits, updating system status.
¢ Assist with the processing letters, quotes, specifications, contract documentation, sales agreements, electronic and paper files.
¢ Maintain the Alarm Receiving Centre database by for example checking activation history, placing systems on test, updating key holder lists, advising customers of potential issues, updating system status.
¢ Order equipment, organise returns and dispatch of faulty equipment to supplier for repair: follow up these items to determine status
¢ Liaise with PSNI to ensure compliance with Crime Prevention Policy in relation to security systems procedures, e.g. handling applications for URNs, collating key holder information, monitoring of level 3 reapplications.
¢ Review management and performance reports to ensure maintenance targets are met for preventative and corrective maintenance work.

Person Specification

The ideal candidate will be able to demonstrate

¢ Extensive experience of working in a similar role, preferably within the security systems industry.
¢ High degree of computer literacy and experience in the presentation of data using Excel spreadsheets. Preference will be given to those with experience of Alarm Master or similar.
¢ Excellent written and spoken English.
¢ Excellent geographical knowledge of Northern Ireland.
¢ Clear and organised approach to problem solving.
¢ Precision, reliability, dynamism and flexibility in approach to work.
¢ Ability to work independently and as part of a team.

Appointment to this role is subject to you satisfying vetting requirements for security purposes by PSNI and National Security Inspectorate.


Salary will reflect skills and relevant experience, but likely to be circa £18000-£20000

20 days holidays plus 9 statutory holidays.

Hours of work 40 hours, Monday to Friday 0830 to 1700 with 30 minutes for lunch.


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