Service Desk Scheduler

at  Mitie Group plc

Since 1987, Mitie’s 68,000 employees, have been serving companies and communities across the world. We’re the UK’s leading facilities management company. Our clients range from banks to retailers, hospitals to schools, and critical government sites. We make a positive difference to millions of people, every day, and we’re very proud of this. Join us and together there’s no limit to what we can achieve.
Job Overview
Using the latest scheduling software, manage the delivery of jobs allocated to the engineering delivery. The Scheduler will, using the systems and processes, ensure that the correct engineering resource is deployed to achieve first time fixes for customers. This will range from using internal national engineers to subcontractors as appropriate, with the aim of ensuring that the job is attended within the specified SLAs.
Once attendance has been met the Scheduler will also manage the completion of the job as well as ensuring that all parts and materials are accounted for and all required documentation is completed.
Responsible for execution of maintenance tasks in accordance with contract specification.
This position will be contracted to work Monday to Friday between 08:00 – 17:00 and not on a shift pattern
Main Duties
To schedule all reactive, remedial and planned works to appropriate resource, paying attention to location, expertise and response targets.
To accurately record all job related information on the appropriate IT systems.
To ensure that the engineer days are optimised to drive maximum productivity from the team.
Ensure all jobs marked an incomplete by engineers are followed up and reallocated as appropriate.
Monitor engineer travel and activity and respond to issues as required.
Arrange third party attendance where required, raising appropriate Purchase Orders and Work. Requests and obtaining required completion information.
Ensure all jobs are completed within the required response times and costs.
Deal with communications in a professional and prompt manner.
Ensure non productive time is accounted for on system.
Escalate issues with specific jobs, clients or engineers promptly.
Follow Group and company policies and procedures, at all times.
Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery, or risk to health and safety, or the environment.
Use all work equipment and personal PPE properly and in accordance with training received.
Report any issues or training needs to your Line manager and /or via your divisional incident reporting system
What we are looking for
Have experience working within a service delivery or contact centre.
Possess strong IT skills.
Demonstrate a high level of communication skills with the ability to provide detailed information and advice in a clear and positive manner.
Have the ability to interact and communicate as appropriate with their audience, which will encompass colleagues, engineers, contract and performance managers and third party suppliers.
Work effectively under pressure within a busy and diverse environment.
Show a creative approach to analysing and solving problems using technology and reported information.
Adhere to process and compliance requirements
Work well as part of a team.
Experience in a similar role is beneficial but not necessary
Note
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. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business

Please refer the Job description for details