Service Desk Coordinator

RIANA Group is a leading technology solutions provider based in Nairobi, Kenya. We bring innovative solutions that are designed to simplify, streamline and strengthen businesses.

Service Desk Coordinator

Main Purpose Of Job

• 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/ Accountabilities

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.