Service Desk Planner

at  Mitie

SKILLS

• Excellent PC knowledge - MS Office Suite required.
• Familiarity with CAFM systems and scheduling tools desirable
• Strong accuracy and attention to detail skills
• Logical thinking
• Strong organisation and administration skills
• Experience in a technical FM business including PPM operations, compliance, and H&S Management a distinct advantage.

ATTRIBUTES

Enthusiastic with positive “can do” approach.

• Reliable & Flexible
• Customer & People-focused
• Calm nature - even temperament

This job description is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. It does not attempt to detail every activity, and should be utilised as a general guide, detailing the minimum requirements and responsibilities of the position. Specific tasks and objectives will be agreed with the post holder following the appraisal process and on an as and when required basis throughout the post holder’s period of employment.

ROLE OVERVIEW:

Using scheduling software and processes, the Planner will ensure all preventative maintenance and logged reactive task work is assigned, carried out and closed to achieve first time fix with the aim of ensuring the job is attended within the specified SLAs in line with business procedures. Once attendance has been met, the Planner will also manage the completion of the job as well as ensuring that all required documentation is completed in line with business procedures and processes.

ROLE RESPONSIBILITIES:

• Ensure all reactive, remedial, planned, and quoted works are scheduled, issued, and managed through to completion with supporting paperwork/certification.
• Ownership of tasks from “Pending Acceptance” to “Complete” status in line with Business procedures and processes to assign, reassign, remove, push through etc as necessary.
• Hitting completion deadlines on CAFM System.
• Support Management and Operations teams in Contract delivery and escalate issues with specific jobs or suppliers promptly.
• Manage a close relationship with suppliers to ensure the timely delivery of documentation for planned tasks.
• Review PPM backlogs, update tasks, provide mitigation and issue relevant comms to Management and Operations staff.
• Follow up open P1’s and P2’s for updates to close out efficiently, again keeping both internal and external clients updated.
• Generate, issue and communicate End of Shift handover report to Out of hours & Mgt teams
• Respond to queries, enquiries, and escalations from the helpdesk team and Facilities Mangers
• Run and issue bespoke client specific reports and or business reports to support the operations team
• Contribute to team through training colleagues, cross training, cover, attending meetings etc.
• Accurately record all job-related information on the appropriate IT systems and Log note all activity against tasks in the bespoke CAFM system
• Manage and communicate access requests.
• Effective ‘chase’ of suppliers for progress information from within SLA
• Deal with communications in a professional and prompt manner.
• Identify opportunities to improve performance and work with the operations teams to implement change.
• Any other associated tasks that may be required from time to time and ad-hoc tasks as requested.