Service Desk Administrator

Job Summary:
We are seeking a dedicated and organized Service Desk Administrator to join our team in Gillingham. As part of our Mechanical, Electrical, and Plumbing (MEP) service team, you will play a key role in ensuring smooth daily operations and providing high-quality administrative support. The ideal candidate will be proactive, possess strong communication skills, and be comfortable managing multiple tasks in a fast-paced environment. This role is essential to keeping our service desk running efficiently and maintaining excellent customer service standards.

Key Responsibilities:

• Act as the first point of contact for client inquiries via phone, email, and service desk software, ensuring all requests are handled efficiently.
• Manage the scheduling of service engineers and technicians for routine maintenance and emergency callouts, balancing workload and availability.
• Track and monitor service tickets, updating records, and providing status updates to clients and stakeholders.
• Generate and distribute daily, weekly, and monthly reports on service desk activities, performance metrics, and outstanding issues.
• Coordinate with suppliers to order parts, materials, and equipment as needed for scheduled and ad-hoc maintenance jobs.
• Support contract management tasks by assisting with renewals, amendments, and documentation maintenance.
• Process and document client feedback, escalating issues as needed to maintain high levels of service quality.
• Handle invoicing and billing for service-related work, ensuring accuracy and timely processing.
• Assist in creating and maintaining standard operating procedures and best practices for the service desk.
• Provide administrative support to other team members and assist with ad-hoc projects as required.

Key Skills and Requirements:

• Previous experience in a service desk or administrative role, preferably within an MEP or construction-related environment.
• Strong organizational and multitasking skills, with the ability to prioritize workload effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with service management software (e.g., ServiceNow, Zendesk) is advantageous.
• Excellent verbal and written communication skills, with a customer-oriented approach.
• Ability to work independently and collaboratively within a team.
• Familiarity with MEP systems (Mechanical, Electrical, and Plumbing) is desirable but not essential.
• Attention to detail and accuracy in all tasks, particularly in documentation and reporting.

Working Hours:
Monday to Friday, 8:00 AM to 5:00 PM, with occasional flexibility as required.

Benefits:

• Competitive salary
• Company pension scheme
• Training and development opportunities
• Friendly and supportive team environment