Service Desk Operative

Job Description: Service Desk Operative

Company: PSMG Maintenance Ltd

Salary: £26,000

Place of work: 21 Apex Court Woodlands, Bradley Stoke, Bristol, BS32 4JT

Hours: 40 hour (Apply online only) mon to fri)

Holiday Entitlement: 20 days per annum (+1 day per year up to 25 days)

Core Objective: To act as the central hub for all service communications, ensuring that reactive faults are triaged and PPM schedules are executed on time and fully documented.

Key Responsibilities

1. Communication & Triage
   1. Services Email Management: Primary responsibility for monitoring the “Services” inbox. Filter, prioritise, and distribute all incoming work requests, technical queries, and compliance documents to the appropriate internal stakeholders.
   2. Inbound Call Handling: Act as the first point of contact on the Main Telephone Line, providing professional customer service and directing technical or accounts queries as needed.
2. Reactive & PPM Task Management
   1. Reactive Engineer Assignments: Rapidly assign engineers to emergency and urgent reactive tasks based on location, skill set, and client priority (SLA).
   2. Weekly PPM Scheduling: Responsible for the weekly assignment of PPM tasks, ensuring that all scheduled maintenance (HVAC, Electrical, Water) is allocated to the engineering team’s diary in advance.
   3. Task Lifecycle Tracking: Monitor the progress of tasks from “Logged” to “Complete”, ensuring no jobs are left stagnant in the system.
3. Documentation & Compliance
   1. Job Sheet Collection: Proactively collect completed job sheets and service reports from both Internal Engineers and Sub-contractors immediately following site visits.
   2. Verification: Ensure all job sheets are legible, accurate, and contain the necessary site signatures before filing or processing.
   3. Monthly Client Reporting: Assist in the compilation of monthly performance reports for key clients, detailing KPI hits, open task status, and completed compliance works.
4. Commercial Support
   1. Quotation Creation: Draft professional quotations based on engineer recommendations (e.g., “C2” electrical repairs or “failed fan motor” replacements).
   2. Internal Approval Flow: Ensure all quotes are reviewed and approved by the relevant Manager/Director prior to submittal to the client.

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