Service Desk Coordinator
Riana Group · Nairobi Area, Kenya ·
- Category
- Support
- Experience
- 1+ years
The Service Desk Coordinator is responsible for converting after-sales findings from the Support team preventive maintenance visits, call-outs, and support issues into timely, accurate commercial quotations for clients. The role works closely with the Support Coordinator to keep preventive maintenance schedules on track, ensure outstanding client approvals are followed up, and provide backup on client communication.
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, following up proactively with clients on outstanding or pending quotes.
- Work closely with the Support Coordinator to ensure preventive maintenance (PM) schedules are kept up to date and PM visits are planned and executed on time.
- Ensure that any items flagged for replacement or repair are resolved and closed out before the next scheduled PM visit.
- Provide backup client communication including responding to service-related emails.
- Maintain accurate, up-to-date records of quotations, approvals, and PM scheduling status.
- Liaise with the presales and support teams to gather accurate information needed to prepare quotations.
- Assist the presales team in preparing commercial quotations for project-related activities, in addition to after-sales quoting.
- Support the wider Support Department with coordination and administrative tasks as needed to keep after-sales service delivery running smoothly.
Requirements
Qualifications & Experience
- Diploma or degree in Business Administration, Engineering, or a related field.
- 1-2 years of experience in a coordination, sales support, or customer service role experience in a technical, security, or service industry is an added advantage.
- Proficient in Microsoft Excel and Word; familiarity with CRM or quotation software is an advantage.
- Strong organizational skills with the ability to manage multiple quotations and follow-ups simultaneously.
- Good written communication skills, with the ability to draft clear and professional client correspondence.
- A proactive, detail-oriented approach with the foresight to flag issues before they become delays.