Service Desk Coordinator at Gap Recruitment Services Limited

About the Role

• Our client is seeking a highly organized, proactive, and detail-oriented Service Desk Coordinator to support the smooth delivery of after-sales service operations.
• The role will be responsible for converting findings from preventive maintenance visits, call-outs, and support issues into accurate and timely commercial quotations. The successful candidate will also work closely with the Support Coordinator to keep preventive maintenance schedules on track, follow up on outstanding client approvals, and provide effective client communication.
• This is an excellent opportunity for someone with strong coordination, customer service, quotation preparation, and administrative skills who enjoys working in a technical and service-focused environment.

Key Responsibilities

• Prepare commercial quotations for parts, repairs, and replacements identified by the Support team during preventive maintenance visits and call-outs.
• Track quotations through to client approval and proactively follow up on outstanding or pending quotations.
• Work closely with the Support Coordinator to ensure preventive maintenance schedules are kept up to date and visits are planned and completed on time.
• Monitor items identified for replacement or repair and ensure they are resolved and closed out before the next scheduled preventive maintenance visit.
• Provide backup client communication, including responding to service-related emails and enquiries.
• Maintain accurate and up-to-date records of quotations, approvals, follow-ups, and preventive maintenance scheduling status.
• Liaise with the Presales and Support teams to gather accurate technical and commercial information required for quotation preparation.
• Assist the Presales team with commercial quotations for project-related activities in addition to after-sales quotations.
• Follow up with relevant internal teams to ensure client requests and service-related actions are progressing within agreed timelines.
• Support the wider Support Department with coordination and administrative activities as required.
• Proactively identify potential delays, outstanding actions, or gaps and escalate them to the relevant team members.
• Contribute to the smooth and efficient delivery of after-sales services and overall customer satisfaction.

Qualifications & Experience

• Diploma or Degree in Business Administration, Engineering, or a related field.
• 1–2 years of experience in coordination, sales support, customer service, or a similar role.
• Experience within a technical, security, engineering, or service-oriented industry will be an added advantage.
• Proficient in Microsoft Excel and Word.
• Familiarity with CRM, quotation, or service management software is an advantage.
• Strong organizational skills with the ability to manage multiple quotations, follow-ups, and deadlines simultaneously.
• Good written and verbal communication skills, with the ability to draft clear and professional client correspondence.
• Strong attention to detail and accuracy.
• Proactive approach with the ability to identify and flag potential issues before they become delays.
• Ability to work effectively with multiple teams and stakeholders.
• Strong customer service and relationship management skills.

Key Competencies

• Quotation preparation and follow-up
• Service coordination
• Customer service
• Administrative and organizational skills
• Attention to detail
• Time management and prioritization
• Written and verbal communication
• Stakeholder coordination
• Problem-solving
• Proactive follow-up
• Microsoft Office proficiency
• Teamwork and collaboration

Who Will Excel in This Role?

We're looking for someone who:

• Is highly organized and comfortable managing multiple tasks and deadlines.
• Has a strong eye for detail and takes pride in producing accurate quotations and records.
• Is proactive in following up on outstanding quotations, approvals, and service activities.
• Communicates professionally and confidently with both clients and internal teams.
• Can identify potential delays and take action before they affect service delivery.
• Works well in a fast-paced, technical service environment.
• Is dependable, responsive, and committed to delivering excellent customer service.
• Enjoys coordinating people, information, and processes to keep operations running smoothly.