Service Desk Planner

Service Desk Planner

Team Operations | Contract type Permanent

About Mitie:

Mitie provides a wide range of facilities management (FM) services across Ireland, Europe, and the UK. These are delivered as integrated FM contracts, in bundles or as single services, depending on client requirements. Our service areas include technical services, energy and building services, cleaning, security, front of house and consultancy.

We work with a wide range of private and public clients to create great work environments, which resulted in Mitie winning 4 awards in the 2023 Facilities Management Awards, including Total FM Service Provider for the third year in a row. We have also won 3 awards in the Workplace Excellent awards in 2023 - Best in CSR, Manager/Leader of the Year, Excellence in Learning & Development - over 1,000 employees.

Mitie has been awarded the IBEC Keep Well Mark in 2021, 2022 and 2023 for our commitment to employee wellbeing and we have also been named in the Top 100 Employers for Wellbeing in Ireland for two years in a row. We are proud of our diverse workforce and like to recognise our people through various reward and recognition schemes, as well as through learning and development.

Our premise is simple: the exceptional, every day.

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 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.

About you:

You will be a team player who enjoys collaborating with people, resolving problems with resilience and a can-do attitude who can demonstrate a high level of communication skills with the ability to provide detailed information and advice in a clear and positive manner. You will have the ability to interact and communicate as appropriate with your audience, which will encompass colleagues, engineers, contract and performance managers and third-party suppliers. You will show a creative approach to analysing and solving problems using technology and reported information with a keen focus on adhering to process and compliance requirements.

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.

Mitie is an equal opportunity employer.