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Service Desk Planner

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Mitie

Aug 9

Applications are closed

  • Job
    Full-time
    Junior & Mid Level
  • Dublin

Requirements

  • - 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.
  • - Enthusiastic with positive "can do" approach.
  • - Reliable & Flexible
  • - Customer & People-focused
  • - Calm nature - even temperament

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 Managers.
  • 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.

FAQs

What is the role of a Service Desk Planner at Mitie?

The Service Desk Planner is responsible for scheduling, managing, and completing reactive, remedial, planned, and quoted works using scheduling software to ensure timely job completion and adherence to specified SLAs.

What qualifications are required for the Service Desk Planner position?

Candidates should have excellent PC knowledge, familiarity with CAFM systems, strong accuracy and attention to detail skills, logical thinking, and robust organization and administration skills. Experience in a technical FM business is advantageous.

Is the Service Desk Planner position permanent?

Yes, the Service Desk Planner position is a permanent contract role.

What type of skills are emphasized for the Service Desk Planner role?

Strong communication skills, problem-solving abilities, logical thinking, and a 'can do' attitude are emphasized, along with strong organization and administration skills.

What kinds of reports will the Service Desk Planner be responsible for handling?

The Service Desk Planner will generate, issue, and communicate bespoke client-specific reports and business reports to support the operations team.

Will the Service Desk Planner interact with external suppliers?

Yes, the Service Desk Planner will manage relationships with suppliers to ensure timely documentation and communicate effectively with them regarding job progress.

What is the company culture like at Mitie?

Mitie values a diverse workforce and is committed to employee wellbeing, recognition, training, and development, as reflected in their multiple awards for employee wellbeing and excellence in services.

Are there opportunities for training and development in this role?

Yes, the Service Desk Planner will contribute to team training, cross-training, and attending meetings, which supports learning and development within the organization.

What strategies does the Service Desk Planner need to implement for better performance?

The Service Desk Planner should identify opportunities for performance improvement and work collaboratively with operations teams to implement changes effectively.

Is prior experience in facilities management necessary for the Service Desk Planner position?

While not strictly necessary, prior experience in a technical facilities management business, particularly in PPM operations, compliance, and H&S management, is considered a distinct advantage.

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Mitie

The exceptional, every day

Technology
Industry
10,001+
Employees
1987
Founded Year

Mission & Purpose

Mitie is a company that specialises in facilities management, offering a range of services including cleaning, security, property management, and technical support for various industries. Their ultimate goal is to provide integrated and efficient solutions that help businesses manage their facilities effectively. Mitie's purpose revolves around delivering services that enhance workplace experiences, improve operational efficiency, and contribute to the well-being of occupants and users of the spaces they manage. By leveraging their expertise and innovation, they aim to create environments that are safe, productive, and conducive to the success of their clients and their workforce.

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