Service Desk Assistant

Primech Building Services is seeking a customer-focused and organised Service Desk Assistant to support the day-to-day operation of our service desk. You will help manage incoming requests, coordinate the allocation of jobs and keep clients, engineers and operational teams updated on progress., Service Coordination & Job Management

• Manage incoming calls and email enquiries for FM works as well as the wider business.
• Schedule engineers for reactive call-outs, planned maintenance, and remedial/small works.
• Raise and allocate jobs using the job management system.
• Monitor job progress and ensure works are completed within required timeframes and SLAs.
• Provide clients with updates on job status, attendance times, and completion of works.
• Download service job sheets and RAMS and issue job documentation within the agreed 24 working-hour client commitment.
• Maintain accurate electronic and manual filing systems for all job-related documentation using Dropbox.
• Ensure all job information is accurately recorded, including labour, materials, and completion notes.
• Liaise with subcontractors to coordinate works and raise associated purchase orders.
• Support the smooth flow of information between engineers, management and clients

Commercial & Financial Administration

• Prepare quotations for remedial works, small works, and maintenance contracts.
• Produce purchase orders for materials and subcontractors via the service management system.
• Order materials for reactive works, remedials, and small projects.
• Produce and issue invoices for completed works, including call-outs and remedial works.
• Assist in ensuring all chargeable works are captured and processed correctly.

Compliance, Health & Safety & Documentation

• Prepare RAMS for small works and remedial projects where required.
• Ensure all relevant documentation is completed and issued prior to works commencing.

• Maintain accurate records to support compliance and audit requirements. Track job financial performance, including labour and material costs against quoted values.

• Monitor margins and promptly flag to the Service Desk Manager (SDM) and Senior Service Desk Administrator (SSDA) where a job falls below the required threshold.

Systems, Training & Operational Support

• Administer and support the service management system, including:
• Setting up new users
• Maintaining accurate job records
• Training new engineers on system use
• Utilise Ford Pro Telematics to monitor vehicle tracking and support operational planning.
• Use Microsoft Excel to track works, produce reports, and support business operations.
• Set up new engineers on company systems and mobile devices.
• Deliver basic training on internal systems and processes.
• Provide ongoing support to engineers using systems in the field.

Client Communication & Continuous Improvement

• Act as a key point of contact for clients in relation to job updates, reports, and scheduling. basic training on internal systems and processes.
• Maintain professional and timely communication at all times.
• Escalate urgent issues or delays to the relevant manager.
• Support the improvement of service desk processes and workflows.
• Ensure high levels of accuracy in all administrative tasks.
• Proactively identify inefficiencies and suggest improvements.

The ideal candidate will have strong communication and administrative skills, a professional approach and the ability to prioritise tasks in a busy environment., * Experience in a customer service, administration or service desk role.

• Experience using a job management, CAFM or helpdesk system.
• Experience in facilities management, building services or a maintenance environment.
• Knowledge of reactive maintenance and planned preventative maintenance processes.
• Excellent telephone, written and verbal communication skills.
• Strong organisational skills and the ability to prioritise a varied workload.
• Good attention to detail and accurate data-entry skills.
• Confident using email, Microsoft Office and computer-based systems.
• A calm, helpful and professional approach when dealing with clients and colleagues.
• Ability to work independently and as part of a team.