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Service Desk Administrator

Bespoke Recruitment Services
Posted 2 days ago, valid for 16 days
Location

Gillingham, Kent ME7 4JY

Salary

£23,000 - £27,500 per annum

Contract type

Full Time

Retirement Plan

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Sonic Summary

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  • We are looking for a Service Desk Administrator to join our MEP service team in Gillingham.
  • The ideal candidate should have previous experience in a service desk or administrative role, preferably in an MEP or construction-related environment.
  • Strong organizational and multitasking skills, along with proficiency in Microsoft Office Suite and service management software, are essential.
  • This position offers a competitive salary and requires the candidate to work Monday to Friday from 8:00 AM to 5:00 PM.
  • The role involves managing client inquiries, scheduling service engineers, and maintaining high customer service standards.

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

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