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Call Handler Securitas Technology Ireland Location: Ballymount / Dublin About Securitas Technology Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect and optimise organisations of all types and sizes. We're proud to serve as a trusted adviser and integrator, helping organisations across the globe implement smarter, innovative and seamless security solutions. Our 13,000+ colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. At Securitas Technology, we believe in celebrating our differences and creating a supportive environment where all voices are welcomed, appreciated and represented. Here, our colleagues are empowered to think big, fail fast, and push the boundaries of innovation. As a purpose-led organisation, we aspire to make a difference every day, and we’re looking for the best and brightest to join our team. Purpose We are seeking a diligent and customer-focused Service Desk Call Handler to join our busy team. The successful candidate will be the first point of contact for customers reporting issues or requesting service for their electronic security systems. You will be responsible for accurately logging service requests, managing planned maintenance schedules, and coordinating effectively with our team of skilled field engineers to ensure timely resolution and adherence to service level agreements (SLAs). Major Responsibilities Answer incoming service calls and respond to service-related emails from customers in a professional and timely manner. Accurately log all service requests and customer interactions into the service desk management system, ensuring all necessary details (customer information, site details, system type, fault description) are captured. Prioritise incoming service calls based on urgency, contractual SLAs, and established procedures. Dispatch field engineers efficiently for reactive service calls, considering engineer location, skills, and workload. Schedule and coordinate planned maintenance visits for customer sites, liaising with customers and engineers to find suitable dates and times. Manage and update engineer diaries and schedules in real-time, adapting to changing priorities and unforeseen circumstances. Monitor the service desk queue to ensure calls are progressing within target response times. Proactively communicate with customers to provide updates on the status of their service requests, estimated times of arrival for engineers, and resolution details. Ensure all service calls are managed from initial logging through to completion and closure in line with company processes and customer SLAs. Escalate complex or critical issues to the appropriate technical support or management teams when necessary. Maintain accurate and up-to-date customer and site information within the service desk system. Generate basic reports on call volumes, response times, and engineer activity as required. Work collaboratively with field engineers, sales teams, and other internal departments to ensure a seamless customer experience. Handle customer queries, feedback, and complaints with empathy and professionalism, seeking resolution or escalating as needed. Potentially provide basic remote troubleshooting steps to customers where appropriate and documented. Participate in team meetings and contribute to discussions on service desk performance and process improvements. Contribute to maintaining a positive and efficient working environment within the service desk team. Adhere to all company policies, procedures, and health and safety guidelines. Experience & Knowledge Proven experience in a customer service or service desk environment. Excellent comm