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 Services Email Management: Primary responsibility for monitoring the ‘Services’ inbox. You will filter, prioritise, and distribute all incoming work requests, technical queries, and compliance documents to the appropriate internal stakeholders. 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 Reactive Engineer Assignments: Rapidly assign engineers to emergency and urgent reactive tasks based on location, skill set, and client priority (SLA). 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. Task Lifecycle Tracking: Monitor the progress of tasks from "Logged" to "Complete, ensuring no jobs are left stagnant in the system. 3. Documentation & Compliance Job Sheet Collection: Proactively collect completed job sheets and service reports from both Internal Engineers and Sub-contractors immediately following site visits. Verification: Ensure all job sheets are legible, accurate, and contain the necessary site signatures before filing or processing. 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 Quotation Creation: Draft professional quotations based on engineer recommendations (e.g., "C2" electrical repairs or "failed fan motor" replacements). Internal Approval Flow: Ensure all quotes are reviewed and approved by the relevant Manager/Director prior to submittal to the client