Service Desk Controller
| Posting date: | 15 April 2026 |
|---|---|
| Salary: | £26,440 per year |
| Hours: | Full time |
| Closing date: | 15 May 2026 |
| Location: | NE63 8QZ |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Centrex Services Ltd. |
| Job type: | Permanent |
| Job reference: |
Summary
Location: Wansbeck Business Park – Ashington NE63
Salary: £26,440 (additional earning opportunities exist and it will comprise of a mix of Office and home-based working)
Hours: Monday–Friday, 09:00–18:00 (1 hour lunch + two 15 minute breaks)
Weekend/Overtime: Rotating Saturdays, rotating afternoon shifts for 1 hour and rotating morning shifts for 1 hour.
Overview
We are looking for a highly organised and proactive Service Delivery Coordinator to manage the day‑to‑day flow of work across our engineering teams. This role ensures tickets are handled efficiently, SLAs are met, customers receive timely updates, and engineers are scheduled effectively. You will be the central point of coordination between customers, engineers, and internal teams.
This is a fast‑paced operational role suited to someone who thrives on structure, communication, and keeping a service function running smoothly.
Who We Are & What We Do
As a leading IT services provider in the UK, we pride ourselves on fostering a dynamic work culture that values reliability and adaptability. Our Service Desk Controllers enjoy comprehensive training, competitive pay with paid overtime, all while delivering exceptional service to our customers across diverse locations. Join us to be part of a supportive team that prioritises employee development and work-life balance.
Centrex Services provides end to end IT hardware maintenance and support for major retailers, technology companies, and businesses across the UK. Our teams handle everything from:
• Field repairs, swaps, and installations
• Break/fix maintenance
• Logistics and warehousing
• Bench repairs at component level
• Data and information control
• Service level agreements ranging from targeted response times to same day and next day support
We operate with a LEAN, streamlined approach, keeping everything in house so customers get fast, reliable, single point of contact service. Our engineers, technicians, logistics teams, and data centre all work together to deliver responsive, high quality support nationwide.
Your role sits at the heart of this operation — coordinating engineers, managing customer requirements, and keeping everything running smoothly.
Key Responsibilities
Ticket & Workflow Management
• Monitor incoming tickets, assign work to engineers, and ensure accurate categorisation and prioritisation
• Progress, update, and close tickets in line with internal processes
• Track SLA performance and proactively escalate risks of breach
• Maintain real time visibility of workload, bottlenecks, and engineer availability
• Working with our bespoke internal system ReDeTrack(full training provided)
Engineer Scheduling & Coordination
• Plan and allocate daily engineer schedules
• Adjust schedules dynamically based on priority incidents or customer needs
• Ensure engineers have the correct information, access, and resources for each job
Incident & Escalation Handling
• Act as the first point of coordination for P1/P2 incidents
• Communicate with customers and internal stakeholders throughout major incidents
• Ensure timely escalation to senior engineers or management when required
• Maintain accurate incident logs and post incident updates
Customer Communication
• Handle inbound customer calls and emails
• Provide updates on ticket progress, engineer ETAs, and incident status
• Maintain a professional, calm, and customer focused approach at all times
Service Reporting & Administration
• Produce daily/weekly SLA and workload reports
• Ensure documentation, notes, and ticket histories are complete and accurate
• Support continuous improvement of service processes and workflows
Skills & Experience
Similar experience preferred but not necessary, it’s about finding the right person who fits with the team and training them up. We’re looking for someone who brings:
• Strong time management skills
• The ability to prioritise under pressure
• A methodical, organised approach to work
• A willingness to learn and absorb new information
• A positive, reliable attitude
Essential
• Ability to manage competing priorities in a fast moving environment
• Excellent communication skills — written, verbal, and customer facing
• Strong organisational and time management abilities
• Confidence handling escalations and high pressure situations
• Experience with Microsoft Packages such as Outlook and Excel.
Desirable
• Experience coordinating engineers or field service teams
• Experience in a service desk, scheduling, coordination, or operations role
• Knowledge of basic IT terminology and support workflows
Benefits
• Flexible/Hybrid working: 60% in the office, 40% remote
• Company Pension
• Death in service benefit
• A relaxed, friendly environment with a small, supportive team
• Plenty of overtime opportunities.
• A role where you’re trusted, valued, and not micromanaged
Salary: £26,440 (additional earning opportunities exist and it will comprise of a mix of Office and home-based working)
Hours: Monday–Friday, 09:00–18:00 (1 hour lunch + two 15 minute breaks)
Weekend/Overtime: Rotating Saturdays, rotating afternoon shifts for 1 hour and rotating morning shifts for 1 hour.
Overview
We are looking for a highly organised and proactive Service Delivery Coordinator to manage the day‑to‑day flow of work across our engineering teams. This role ensures tickets are handled efficiently, SLAs are met, customers receive timely updates, and engineers are scheduled effectively. You will be the central point of coordination between customers, engineers, and internal teams.
This is a fast‑paced operational role suited to someone who thrives on structure, communication, and keeping a service function running smoothly.
Who We Are & What We Do
As a leading IT services provider in the UK, we pride ourselves on fostering a dynamic work culture that values reliability and adaptability. Our Service Desk Controllers enjoy comprehensive training, competitive pay with paid overtime, all while delivering exceptional service to our customers across diverse locations. Join us to be part of a supportive team that prioritises employee development and work-life balance.
Centrex Services provides end to end IT hardware maintenance and support for major retailers, technology companies, and businesses across the UK. Our teams handle everything from:
• Field repairs, swaps, and installations
• Break/fix maintenance
• Logistics and warehousing
• Bench repairs at component level
• Data and information control
• Service level agreements ranging from targeted response times to same day and next day support
We operate with a LEAN, streamlined approach, keeping everything in house so customers get fast, reliable, single point of contact service. Our engineers, technicians, logistics teams, and data centre all work together to deliver responsive, high quality support nationwide.
Your role sits at the heart of this operation — coordinating engineers, managing customer requirements, and keeping everything running smoothly.
Key Responsibilities
Ticket & Workflow Management
• Monitor incoming tickets, assign work to engineers, and ensure accurate categorisation and prioritisation
• Progress, update, and close tickets in line with internal processes
• Track SLA performance and proactively escalate risks of breach
• Maintain real time visibility of workload, bottlenecks, and engineer availability
• Working with our bespoke internal system ReDeTrack(full training provided)
Engineer Scheduling & Coordination
• Plan and allocate daily engineer schedules
• Adjust schedules dynamically based on priority incidents or customer needs
• Ensure engineers have the correct information, access, and resources for each job
Incident & Escalation Handling
• Act as the first point of coordination for P1/P2 incidents
• Communicate with customers and internal stakeholders throughout major incidents
• Ensure timely escalation to senior engineers or management when required
• Maintain accurate incident logs and post incident updates
Customer Communication
• Handle inbound customer calls and emails
• Provide updates on ticket progress, engineer ETAs, and incident status
• Maintain a professional, calm, and customer focused approach at all times
Service Reporting & Administration
• Produce daily/weekly SLA and workload reports
• Ensure documentation, notes, and ticket histories are complete and accurate
• Support continuous improvement of service processes and workflows
Skills & Experience
Similar experience preferred but not necessary, it’s about finding the right person who fits with the team and training them up. We’re looking for someone who brings:
• Strong time management skills
• The ability to prioritise under pressure
• A methodical, organised approach to work
• A willingness to learn and absorb new information
• A positive, reliable attitude
Essential
• Ability to manage competing priorities in a fast moving environment
• Excellent communication skills — written, verbal, and customer facing
• Strong organisational and time management abilities
• Confidence handling escalations and high pressure situations
• Experience with Microsoft Packages such as Outlook and Excel.
Desirable
• Experience coordinating engineers or field service teams
• Experience in a service desk, scheduling, coordination, or operations role
• Knowledge of basic IT terminology and support workflows
Benefits
• Flexible/Hybrid working: 60% in the office, 40% remote
• Company Pension
• Death in service benefit
• A relaxed, friendly environment with a small, supportive team
• Plenty of overtime opportunities.
• A role where you’re trusted, valued, and not micromanaged