The primary purpose of this role is to take ownership and accountability for a designated geographical region or area, ensuring seamless operational support and service execution.
Act as part of a collective service desk team, ensuring all calls, emails, and requests are correctly triaged and scheduled in alignment with the contracted Service Level Agreement (SLA).
Maintain and update internal and external systems throughout the project lifecycle, providing proactive communication to the end user.
Ensure all jobs are attended to and completed within their scheduled due dates.
Manage jobs from initiation to completion, including reactive responses through to billing.
Take ownership of Planned Preventative Maintenance (PPM) escalations where aged PPMs cannot be closed without intervention, as identified by the central service desk.

· Answer Help Desk calls and input into both client and our systems accordingly but not limited to: -
o Answer the telephone within 3 rings and address enquiry
o Raise reactive call outs, PPM visits and Quoted works
o Monitor the on Shared Mailbox and action emails as necessary
o Close all jobs accurately across systems, in time to meet their SLA
o Assisting staff with queries as and when required
o Raising reports to drive efficiency and performance
· Helpdesk reporting;
o Ad hoc reports required by the customer for specific information
o Assisting with producing necessary documentation for audits when required
o Reviewing Data from CAFAM system
o Reviewing MI data which falls in your lane
· Admin reporting;
o Assisting with filing and archiving
o Ensuring client portals are updated promptly with updates
o Obtaining stationary where necessary
Helpdesk doing;
o Support the requirements for Permits and submission.
o Managing multiple engineers’ schedules – Reactive, PPM and Quoted
o Ordering of materials and plant hire / Raising purchase orders
o Liaising and chasing sub-contractors/suppliers for schedule dates, organising with customer.
o General excellent administrative housekeeping– IE making sure any worksheets/Invoices are not only uploaded to customer portals but onto internal systems. Any vital information on the job is attached.
o Ensure a full handover when going on Annual leave
o Review of hire list and ensuring off hired items are taken promptly
o Posting of letters and parcels
o Managing materials orders from order to delivery
o Ensure Internal system flag is always up to date
· Billing
o Invoicing of reactive, quoted and PPM tasks upon completion
o To be able to estimate small works to ensure these are under PO/NTE value
o Deal with invoice rejections and keep to a minimum for suppliers and clients
· Customer
o To be included on Teams meetings with client/Operations teams
o Provide meeting minutes following calls
o Ensure tasks are being attended within SLAs, if not communicating with the client
o Generate monthly reporting for the customer
· Project Specific
o Creation and raising of sales opportunity
o Chasing down supplier details to enable quoting
o Issuing Quote/Projects, record of works awaiting client instruction and received.
o Raising of Purchase Orders.
o Requesting RAM’s/Permits
o Arrangement and co-ordination of attendance with site/clients
o Collation of supporting evidence through to billing