Service Desk Planner

Description

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.

• Accurately record all job-related information on the appropriate IT systems and Log note all activity against tasks in the bespoke CAFM system
• Support Management and Operations teams in Contract delivery and escalate issues with specific jobs or suppliers promptly.
• Generate, issue and communicate End of Shift handover report to Out of hours & Management teams
• 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.
• Respond to queries, enquiries, and escalations from the helpdesk team and Facilities Mangers
• Review PPM backlogs, update tasks, provide mitigation and issue relevant comms to Management and Operations staff.
• Ensure all reactive, remedial, planned, and quoted works are scheduled, issued, and managed through to completion with supporting paperwork/certification.
• Contribute to team through training colleagues, cross training, cover, attending meetings etc.
• Run and issue bespoke client specific reports and or business reports to support the operations team
• Identify opportunities to improve performance and work with the operations teams to implement change.
• Effective ‘chase’ of suppliers for progress information from within SLA
• Manage and communicate access requests.
• Follow up open P1’s and P2’s for updates to close out efficiently, again keeping both internal and external clients updated.
• Hitting completion deadlines on CAFM System.
• Deal with communications in a professional and prompt manner.
• Manage a close relationship with suppliers to ensure the timely delivery of documentation for planned tasks.

Requirements

• 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.
• Excellent PC knowledge – MS Office Suite required.
• Strong organisation and administration skills
• Logical thinking
• Familiarity with CAFM systems and scheduling tools desirable
• Calm nature – even temperament
• Experience in a technical FM business including PPM operations, compliance, and H&S Management a distinct advantage.
• Strong accuracy and attention to detail skills
• Reliable & Flexible

Benefits

Mitie have been awarded the IBEC Keep Well Mark in 2021, 2022, 2023 and 2024 for our commitment to employee wellbeing and we have also been named in the Top 100 Employers for Wellbeing in Ireland. Mitie are the first FM company to achieve the KeepWell mark for employee wellbeing. 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.

• Free Virtual GP Service
• Mi Deals (Fantastic savings at high street stores)
• Employee Assistance Programme (EAP)
• Talent Referral Scheme (Earn €100 - €3000 for referring a friend to Mitie)
• Mi Recognition (Thanking employees for a job well done ranging from €25 - €250)
• You will be a team player who enjoys collaborating with people.
• Learning & development (access to 200 courses on our L&D platform)
• Long service awards (Ranging from €50-€300)
• Personal Retirement Savings Account (PRSA) scheme
• A non-contributory life assurance scheme
• Save as you Earn Scheme (a risk-free savings plan that allows you to buy Mitie shares at a special discount)
• 22 days Annual Leave
• Bike2Work Scheme
• Tax Saver Scheme

Training + Development

Interview process

Visa Sponsorship

Security clearance