Service Desk Assistant

Primech Building Services Ltd; Gillingham; On-site; GBP 21,000 - 26,000; Full time

Job summary

Primech Building Services is seeking a customer-focused and organised Service Desk Assistant to support the day-to-day operation of our service desk. You will help manage incoming requests, coordinate job allocation and keep clients, engineers and operations teams updated on progress.

The ideal candidate will have strong communication and administrative skills, a professional approach and the ability to prioritise tasks in a busy environment.

Qualifications

• Experience in a customer service, administration or service desk role.
• Experience using a job management, CAFM or helpdesk system.
• Experience in facilities management, building services or a maintenance environment.
• Knowledge of reactive maintenance and planned preventative maintenance processes.
• Excellent telephone, written and verbal communication skills.
• Strong organisational skills and the ability to prioritise a varied workload.
• Good attention to detail and accurate data-entry skills.
• Confident using email, Microsoft Office and computer-based systems.
• A calm, helpful and professional approach when dealing with clients and colleagues.
• Ability to work independently and as part of a team.

Responsibilities

• Manage incoming calls and email enquiries for FM works as well as the wider business.
• Schedule engineers for reactive call-outs, planned maintenance, and remedial/small works.
• Raise and allocate jobs using the job management system.
• Monitor job progress and ensure works are completed within required timeframes and SLAs.
• Provide clients with updates on job status, attendance times, and completion of works.
• Download service job sheets and RAMS and issue job documentation within the agreed 24 working-hour client commitment.
• Maintain accurate electronic and manual filing systems for all job-related documentation using Dropbox.
• Ensure all job information is accurately recorded, including labour, materials, and completion notes.
• Liaise with subcontractors to coordinate works and raise associated purchase orders.
• Support the smooth flow of information between engineers, management and clients
• Produce and issue invoices for completed works, including call-outs and remedial works.
• Assist in ensuring all chargeable works are captured and processed correctly.
• Prepare RAMS for small works and remedial projects where required.
• Ensure all relevant documentation is completed and issued prior to works commencing.
• Maintain accurate records to support compliance and audit requirements. Track job financial performance, including labour and material costs against quoted values.
• Monitor margins and promptly flag to the Service Desk Manager (SDM) and Senior Service Desk Administrator (SSDA) where a job falls below the required threshold.
• Administer and support the service management system, including: Setting up new users; Maintaining accurate job records; Training new engineers on system use.
• Utilise Ford Pro Telematics to monitor vehicle tracking and support operational planning.
• Use Microsoft Excel to track works, produce reports, and support business operations.
• Set up new engineers on company systems and mobile devices.
• Deliver basic training on internal systems and processes.
• Provide ongoing support to engineers using systems in the field.
• Act as a key point of contact for clients in relation to job updates, reports, and scheduling. basic training on internal systems and processes.
• Maintain professional and timely communication at all times.
• Escalate urgent issues or delays to the relevant manager.
• Support the improvement of service desk processes and workflows.
• Ensure high levels of accuracy in all administrative tasks.
• Proactively identify inefficiencies and suggest improvements.

Skills

Customer service

Administration

Facilities management

Job management system

CAFM

Helpdesk

Reactive maintenance

Planned maintenance

Communication

Organisational skills

Data entry

Microsoft Office

Teamwork

Tools

Job management system

CAFM

Dropbox

Ford Pro Telematics

Microsoft Excel

Service management system

Job description

Role Overview

Primech Building Services is seeking a customer-focused and organised Service Desk Assistant to support the day-to-day operation of our service desk. You will help manage incoming requests, coordinate the allocation of jobs and keep clients, engineers and operational teams updated on progress.

The ideal candidate will have strong communication and administrative skills, a professional approach and the ability to prioritise tasks in a busy environment.

Key Responsibilities

Service Coordination & Job Management

• Manage incoming calls and email enquiries for FM works as well as the wider business.
• Schedule engineers for reactive call-outs, planned maintenance, and remedial/small works.
• Raise and allocate jobs using the job management system.
• Monitor job progress and ensure works are completed within required timeframes and SLAs.
• Provide clients with updates on job status, attendance times, and completion of works.
• Download service job sheets and RAMS and issue job documentation within the agreed 24 working-hour client commitment.
• Maintain accurate electronic and manual filing systems for all job-related documentation using Dropbox.
• Ensure all job information is accurately recorded, including labour, materials, and completion notes.
• Liaise with subcontractors to coordinate works and raise associated purchase orders.
• Support the smooth flow of information between engineers, management and clients

Commercial & Financial Administration

• Prepare quotations for remedial works, small works, and maintenance contracts.
• Produce purchase orders for materials and subcontractors via the service management system.
• Order materials for reactive works, remedials, and small projects.
• Produce and issue invoices for completed works, including call-outs and remedial works.
• Assist in ensuring all chargeable works are captured and processed correctly.

Compliance, Health & Safety & Documentation

• Prepare RAMS for small works and remedial projects where required.
• Ensure all relevant documentation is completed and issued prior to works commencing.
• Maintain accurate records to support compliance and audit requirements. Track job financial performance, including labour and material costs against quoted values.
• Monitor margins and promptly flag to the Service Desk Manager (SDM) and Senior Service Desk Administrator (SSDA) where a job falls below the required threshold.

Systems, Training & Operational Support

• Administer and support the service management system, including:
  • Setting up new users
  • Maintaining accurate job records
  • Training new engineers on system use
• Utilise Ford Pro Telematics to monitor vehicle tracking and support operational planning.
• Use Microsoft Excel to track works, produce reports, and support business operations.
• Set up new engineers on company systems and mobile devices.
• Deliver basic training on internal systems and processes.
• Provide ongoing support to engineers using systems in the field.

Client Communication & Continuous Improvement

• Act as a key point of contact for clients in relation to job updates, reports, and scheduling. basic training on internal systems and processes.
• Maintain professional and timely communication at all times.
• Escalate urgent issues or delays to the relevant manager.
• Support the improvement of service desk processes and workflows.
• Ensure high levels of accuracy in all administrative tasks.
• Proactively identify inefficiencies and suggest improvements.

Essential Skills

• Experience in a customer service, administration or service desk role.
• Experience using a job management, CAFM or helpdesk system.
• Experience in facilities management, building services or a maintenance environment.
• Knowledge of reactive maintenance and planned preventative maintenance processes.
• Excellent telephone, written and verbal communication skills.
• Strong organisational skills and the ability to prioritise a varied workload.
• Good attention to detail and accurate data-entry skills.
• Confident using email, Microsoft Office and computer-based systems.
• A calm, helpful and professional approach when dealing with clients and colleagues.
• Ability to work independently and as part of a team.