Service Desk Administrator

Job Summary:
We are seeking a dedicated and organized Service Desk Administrator to join our team in Gillingham. As part of our Mechanical, Electrical, and Plumbing (MEP) service team, you will play a key role in ensuring smooth daily operations and providing high-quality administrative support. The ideal candidate will be proactive, possess strong communication skills, and be comfortable managing multiple tasks in a fast-paced environment. This role is essential to keeping our service desk running efficiently and maintaining excellent customer service standards.

Key Responsibilities:

1. Act as the first point of contact for client inquiries via phone, email, and service desk software, ensuring all requests are handled efficiently.
2. Manage the scheduling of service engineers and technicians for routine maintenance and emergency callouts, balancing workload and availability.
3. Track and monitor service tickets, updating records, and providing status updates to clients and stakeholders.
4. Generate and distribute daily, weekly, and monthly reports on service desk activities, performance metrics, and outstanding issues.
5. Coordinate with suppliers to order parts, materials, and equipment as needed for scheduled and ad-hoc maintenance jobs.
6. Support contract management tasks by assisting with renewals, amendments, and documentation maintenance.
7. Process and document client feedback, escalating issues as needed to maintain high levels of service quality.
8. Handle invoicing and billing for service-related work, ensuring accuracy and timely processing.
9. Assist in creating and maintaining standard operating procedures and best practices for the service desk.
10. Provide administrative support to other team members and assist with ad-hoc projects as required.

Key Skills and Requirements:

1. Previous experience in a service desk or administrative role, preferably within an MEP or construction-related environment.
2. Strong organizational and multitasking skills, with the ability to prioritize workload effectively.
3. Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with service management software (e.g., ServiceNow, Zendesk) is advantageous.
4. Excellent verbal and written communication skills, with a customer-oriented approach.
5. Ability to work independently and collaboratively within a team.
6. Familiarity with MEP systems (Mechanical, Electrical, and Plumbing) is desirable but not essential.
7. Attention to detail and accuracy in all tasks, particularly in documentation and reporting.

Working Hours:

Monday to Friday, 8:00 AM to 5:00 PM, with occasional flexibility as required.

Benefits:

1. Competitive salary
2. Company pension scheme
3. Training and development opportunities
4. Friendly and supportive team environment