Job Description

IC Fire & Security Limited

operates throughout Scotland and the north of England, delivering exceptional life safety and security systems. Approaching our third decade in business, we have built a reputation for outstanding technical support and service quality, consistently exceeding client expectations.

Our unwavering commitment to excellence is evident in every project, from initial enquiry through to completion. We pride ourselves on building long-standing relationships with our clients, offering high-quality services and products that provide value for money.

As we continue to grow, we remain dedicated to delivering high-quality services and products that provide value for money, ensuring the safety and security of our clients' people and properties.

Due to key contract wins and organic growth, our Service Department require another

Service Desk Administrator

to join our team!

Position Overview:

As a Service Desk Administrator, you will play a crucial role within our administrative team, collaborating closely with another Service Desk Administrator. In this dynamic role, your responsibilities will centre around providing dedicated administrative support for contracts, facilitating seamless coordination between clients and engineers in the installation and ongoing maintenance of fire and security systems. Additionally, you will provide coverage for the contracts managed by your counterpart during holidays and other periods of absence, with the guidance and support of the Administration Manager.

Key Responsibilities:

1.

Client Communication:

Act as the primary liaison between clients and our company, providing timely and clear communication regarding services, installations, and ongoing support.

2.

Timesheet Management:

Review daily timesheets for 14 engineers, ensuring that all travel times and breaks are accurately recorded.

3.

Service Coordination:

Efficiently coordinate the maintenance and any call outs of fire and security systems, ensuring that client expectations are met or exceeded.

4.

Installation Coordination:

Efficiently coordinate the installation of fire and security systems for your assigned contracts, ensuring that client expectations are met or exceeded.

5.

Problem Resolution:

Address client concerns promptly and effectively, working closely with technical teams to ensure timely resolution of issues.

6

. Documentation:

Maintain accurate and up-to-date records of client interactions, service requests, and system specifications using our CRM system.

7.

Cross-Functional Collaboration:

Collaborate with sales, technical support, and field service teams to deliver a unified and seamless experience for our clients.

Desirable Attributes

Quick Learner

- Able to adapt swiftly to new systems, processes, and technologies.

Willingness to Learn & Ask Questions

- Proactive in seeking understanding and open to continuous improvement.

Organised & Detail-Oriented

- Demonstrates strong time management skills and maintains accuracy in a fast-paced environment.

Experience with Job Management Software (or Similar)

- Familiarity with digital tools used to schedule, track, and manage jobs or projects efficiently.

Interest or Experience in AI Tools (e.g., ChatGPT)

- Comfortable exploring or working with AI-based platforms to streamline tasks and boost efficiency.

Strong Communication Skills

- Able to convey information clearly and work effectively with team members and clients.

Working Hours:

Standard hours are

Monday to Friday, 08:30 to 17:00

(30-minute lunch break). We're open to some flexibility for the right person, but the role is

primarily full-time

.

Work Remotely

No

Equal Opportunities Statement

IC Fire & Security are an equal opportunities employer, and we welcome applications from all suitably qualified persons regardless of their sex; religious or similar philosophical belief; political opinion; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.

Benefits:

Company pension Life Assurance Scheme Paid Sick Pay Wellness programme Learning & Development opportunities (including support from the business to further your education) Potential progression route within a growing business function 28 days holiday (with increase after 5 years of service)
Job Types: Full-time, Permanent

Pay: 23,000.00-28,000.00 per year

Benefits:

Company pension On-site parking
Schedule:

Monday to Friday
Education:

GCSE or equivalent (required)
Experience:

Administrative: 1 year (required)
Work Location: In person

Application deadline: 30/06/2025