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 opportunitiesSupport for professional qualifications
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.
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