Digital Service & Support Analyst (Maternity Cover)
Role Overview
Coordinates day-to-day maintenance and support using Freshservice to log, prioritise, track and progress service requests and incidents.
Ensures service activity is recorded, communicated and escalated, and coordinates engineers, planned maintenance and client requirements against contractual SLAs.
Maintains service, asset and estate information in ConnectIQ and coordinates third-party support, agreements, licences, labour and materials.
Client-facing service coordination role working closely with engineering, Operations and Procurement teams.
Key Skills for This Role
Full Job Posting
About LMG
LMG delivers integrated smart-building technology projects and support services in the built environment.
The company describes investment in employee development, professional qualifications and continuous learning.
Role overview
Coordinates day-to-day maintenance and support using Freshservice to log, prioritise, track and progress service requests and incidents.
Ensures service activity is recorded, communicated and escalated, and coordinates engineers, planned maintenance and client requirements against contractual SLAs.
Maintains service, asset and estate information in ConnectIQ and coordinates third-party support, agreements, licences, labour and materials.
Client-facing service coordination role working closely with engineering, Operations and Procurement teams.
Service desk and client communication
- Manage service requests and incidents in Freshservice from accurate logging through ticket closure.
- Respond to routine client queries with progress updates, dates and outstanding actions.
- Monitor service levels, planned maintenance and open actions; escalate risks or delays.
- Prepare routine service reports and client documentation.
Scheduling and resources
- Coordinate engineers for reactive callouts, planned maintenance and agreed project activities.
- Manage schedules, client appointments, site access and follow-up actions; identify scheduling conflicts and dependencies.
- Coordinate specialist labour and materials with third-party suppliers and internal Operations and Procurement teams, including quotations and purchase orders.
Records and systems
- Maintain asset, warranty and service information in ConnectIQ and update records after maintenance visits, callouts, project handovers and client estate changes.
- Maintain service documentation for third-party support agreements, SSAs and software licences, including records and renewal dates.
- Support team processes, onboarding, service handovers and continuous improvement.
Essential qualifications and experience
- At least five GCSEs at grades A*–C (4–9) or equivalent, including Maths or English.
- Three A levels at grades A*–C, or 240 UCAS points or equivalent tariff.
- Experience in service coordination, service desk, scheduling, project administration or customer support.
- Strong organisation and ability to manage multiple priorities, deadlines and stakeholders.
- Professional written and verbal communication, attention to detail, and confidence dealing with clients and internal teams.
- Competence using Outlook, Word and Excel for scheduling, correspondence, trackers and reporting.
Desirable qualifications
- ITIL Foundation certification is desirable.
- A bachelor’s degree in information technology, computer science or a related field, or equivalent experience, is desirable.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career