Service Desk Coordinator

RIANA Group is a technology and information technology company founded in 2017, based in Nairobi, Kenya.

The Service Desk Coordinator is primarily responsible for transforming after-sales service findings, such as those from preventive maintenance visits, call-outs, and support issues, into accurate and timely commercial quotations for clients. This position requires close collaboration with the Support Coordinator to manage preventive maintenance schedules, track client approvals, and provide backup for client communications. The coordinator also ensures that identified replacement or repair items are resolved before the next scheduled maintenance visit.

1. Prepare commercial quotations for parts, repairs, and replacements identified by the Support team during maintenance visits and call-outs.
2. Track quotations through to client approval, proactively following up with clients on outstanding or pending quotes.
3. Collaborate with the Support Coordinator to ensure preventive maintenance (PM) schedules are current and PM visits are planned and executed on time.
4. Ensure that all items flagged for replacement or repair are resolved and closed out before the next scheduled PM visit.
5. Provide backup for client communication, including responding to service-related emails.
6. Maintain accurate and up-to-date records of quotations, approvals, and PM scheduling status.
7. Liaise with presales and support teams to gather necessary information for quotation preparation.
8. Assist the presales team in preparing commercial quotations for project-related activities, in addition to after-sales quoting.
9. Support the wider Support Department with coordination and administrative tasks to ensure smooth after-sales service delivery.

1. Hold a Diploma or degree in Business Administration, Engineering, or a related field.
2. Possess 1-2 years of experience in a coordination, sales support, or customer service role, with experience in a technical, security, or service industry being an advantage.
3. Be proficient in Microsoft Excel and Word, with familiarity with CRM or quotation software as an advantage.
4. Demonstrate strong organizational skills, capable of managing multiple quotations and follow-ups concurrently.
5. Exhibit good written communication skills, enabling the drafting of clear and professional client correspondence.
6. Maintain a proactive, detail-oriented approach with the ability to foresee and flag potential issues before they cause delays.