Field Service Helpdesk Specialist

Job description

Field Service Helpdesk Specialist

Location: Remote - UK

Employment: Full-time, Permanent

Salary: Competitive

We're looking for a Field Service Helpdesk Specialist to join a busy technical service team supporting customers across the UK.

This is a fully remote opportunity combining first-line technical support, customer service and field engineer coordination. You'll play a key role in ensuring technical issues are diagnosed quickly, engineers are deployed effectively and customers are kept informed throughout the process.

THE ROLE

Your responsibilities will include:

* Receiving, logging and prioritising incoming service calls, emails and support tickets

* Providing first-line technical support and troubleshooting

* Diagnosing technical issues using knowledge resources and established processes

* Scheduling and dispatching field service engineers

* Monitoring jobs through to completion and keeping customers updated

* Maintaining accurate information within service management systems

* Escalating complex or high-priority technical issues to the appropriate teams

* Managing customer expectations during service incidents

* Producing service and job status updates

* Supporting improvements to helpdesk processes and technical documentation

ABOUT YOU

We're looking for someone with previous experience in a helpdesk, service desk, technical support or field service coordination environment.

You should have:

* Strong diagnostic and problem-solving skills

* Excellent customer service and communication skills

* Ability to explain technical information clearly to non-technical customers

* Experience using ticketing or service management systems

* Good general IT skills, including email and spreadsheets

* Strong organisation and prioritisation skills

* Ability to coordinate multiple engineers and service requests

* Confidence working independently in a remote environment

* Ability to collaborate effectively with colleagues across different locations

* Right to work in the UK on a permanent, full-time basis

DESIRABLE EXPERIENCE

Experience in any of the following would be particularly useful:

* Retail equipment or hardware support

* Weighing or label-printing equipment

* Remote-access support tools

* Basic network troubleshooting

* Field service scheduling and planning systems

* Working with SLAs and service prioritisation frameworks

WHAT'S ON OFFER

* Full-time, permanent position

* Fully remote UK-based working

* Competitive salary

* Training and career development opportunities

* Support for professional qualifications

* Employee benefits

* Collaborative technical service environment

If you have a background in technical support and enjoy solving problems, coordinating engineers and delivering a great customer experience, we'd like to hear from you.

Apply today or get in touch for a confidential discussion.