Service Desk Administrator

Mitie; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A facilities management company in London is seeking an Admin team member responsible for service delivery and execution of maintenance tasks. Candidates should have experience in planning and scheduling, alongside proven communication skills and a strong ability to meet deadlines. This role involves monitoring service quality and managing work orders effectively. A collaborative approach within the team is required.

Qualifications

• Must have previous planning/scheduling experience.
• Proven communication skills and attention to detail.
• Ability to work to tight deadlines.

Responsibilities

• Allocate and dispatch reactive work orders to appropriate engineers.
• Manage the relevant CAFM systems ensuring sufficient information is captured.
• Ensure work orders are completed to meet contractual timescales.

Skills

Planning/scheduling experience

Customer facing experience

Communication skills

Ability to work to tight deadlines

Logical and methodical thinking

Team player

IT literacy

Flexibility/adaptability

Attention to detail

Job description

Job Overview

• Working as part of the Admin team to provide excellent service to our clients
• Working 0800-1700 Mon-Fri
• Report to Admin/Office Manager
• Responsible for execution of maintenance tasks in accordance with contract specification.
• To provide efficient service delivery.
• Conduct yourself in a professional manner in support of our customers and work colleagues
• Complete reports and paperwork as instructed by your Office Manager
• Take responsibility for your own training needs and bring them to the attention of your Office Manager
• Paying due regard to Health & Safety legislation, specific company requirements approved by the Health & Safety Executive and the latest regulations and codes of good practice

Main Duties

• Comply with Health, Safety and Environmental policies
• Achieve the highest standards of quality, service and presentation of the business
• Effectively monitor delivery of reactive works and ensure contract KPI's
• Allocate and dispatch reactive work orders to appropriate engineers
• Ensure work orders are completed to meet the contractual timescales with documentation
• Manage the relevant CAFM systems appropriately ensuring that sufficient information is captured for analysis
• Escalate potential unavailability work orders to the operations managers and supervisors
• Ensure that complaints are dealt with appropriately
• Answer all telephone calls both internally and externally in a professional and timely manner ensuring that all messages are returned appropriately
• Manage all PPM activity from processing jobs, distribution to collation and closure and monitoring the Site Asset data ensuring compliance
• Raising of Purchase orders relevant to PPM and reactive jobs
• Completion of the monthly AFP in line with site FM requirements and assistance with the monthly forecast
• Undertake any additional duties or responsibilities that are deemed required by the business in supporting the daily operation of the contract.
• Record Engineer/Supervisor Holiday records via Maximo and E - Timesheets
• Undertake scheduling responsibilities to support the team during periods of annual leave or as part of professional development and upskilling initiative

What we are looking for

• Must have previous planning/scheduling experience
• Previous experience of customer facing role
• Proven communication skills
• Must be able to work to tight deadlines
• Logical and methodical
• Team player - Ability to work alone or as part of a team
• IT literate - experience in quality & performance measurement systems
• Flexibility / Adaptability
• Attention to details