Field Service Helpdesk Specialist

Bizerba (UK) Ltd is seeking a Field Service Helpdesk Specialist to join the team. This role ensures customers in the retail sector receive timely, accurate technical support and field service coordination. It matters because strong first-line support and efficient job dispatch keep equipment operational and customers satisfied.

Purpose of the role

The Field Service Helpdesk Specialist provides first-line technical assistance, triages incoming service requests, coordinates field engineers, and maintains clear communication with customers and internal teams. This position supports service delivery across the UK while working remotely.

Key responsibilities

• Receive and log incoming service calls, emails and ticketed requests; prioritise and triage incidents.
• Diagnose technical issues using knowledge base resources and guided troubleshooting steps.
• Schedule and dispatch field engineers, monitor job progress and update customers and stakeholders.
• Maintain accurate records in the service management system and produce status updates.
• Escalate complex or high-priority issues to appropriate technical teams and follow through to resolution.
• Provide clear, professional customer communication and manage expectations during incidents.
• Contribute to continuous improvement of support processes and documentation.

Essential skills and experience

• Experience in a helpdesk, service desk or technical support role, ideally supporting field engineers in a retail or equipment-led environment.
• Good diagnostic and problem-solving skills with the ability to follow technical processes.
• Customer-focused communication skills, able to explain technical information clearly to non-technical people.
• Experience using ticketing or service management systems and basic IT literacy (email, spreadsheets).
• Ability to work independently while collaborating with remote colleagues; reliable remote-working setup.
• Right to work in the UK and ability to work full-time on a permanent basis.

Desirable skills and experience

• Previous exposure to retail hardware or weighing/label printing equipment support.
• Familiarity with remote-access tools and basic network troubleshooting.
• Knowledge of service-level agreements and prioritisation frameworks.
• Experience in scheduling/planning tools and field service coordination.

Qualifications

• No specific academic qualification is mandatory; practical helpdesk or technical support certifications are advantageous.
• Relevant vocational or technical certificates may be beneficial depending on background.

What we offer

Working pattern: Full-time, Permanent. This is a remote role based to support the UK.

• Salary: Competitive.
• A benefits package typical for technical support roles in retail, which will include opportunities for training and career development, access to company employee benefits, and support for professional qualifications.
• Collaborative, friendly working environment with a focus on delivering reliable service to customers.