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# Service Desk Assistant

- **Company:** Primech Building Services
- **Location:** Gillingham, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Computer-Aided Facility Management, File Systems, Microsoft Office, Reliability Availability Maintainability and Safety Software, Dropbox
- **Published:** October 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1583c32323a9c89d

## About the Role

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.

## Description

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.