Service Desk Coordinator

Job Purpose

Our client a leading business technology solutions company in Kenya and Africa providing innovative solutions to clients in various industries including healthcare finance education hospitality and real estate is hiring a Service Desk Coordinator who will be 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.

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.