Back to search
Location: Westhill, Aberdeenshire
Workplace: Office-based
The Role
The Service Desk Operator will play a key role in supporting the Service Desk Manager and team in delivering Facilities Management (FM) contracts from the Westhill office. This role requires effective communication with clients and operational staff, ensuring tasks are carried out smoothly and efficiently while meeting customer expectations.
Key Responsibilities
- Managing Works Orders (both Planned Preventative Maintenance and Reactive) using the Maximo CAFM system.
- Handling incoming calls, generating work instructions for Maintenance Engineers, and allocating tasks to operatives or subcontractors.
- Monitoring the progress of tasks, updating work orders, and ensuring customers are kept informed throughout the process.
- Closing out work orders within the required SLA, ensuring all fields, including purchase orders, service reports, and log notes, are completed accurately.
- Verifying the accuracy and timely submission of technicians paperwork, including service reports and timesheets.
- Preparing and compiling monthly client statistics and reports for contract managers.
- Planning and scheduling reactive works for engineers and organising PPM tasks for the forthcoming month.
- A strong understanding of asset management principles and maintenance techniques.
- Knowledge of building services.
- Proficiency in Microsoft Office and experience using a CAFM system.
Essential Attributes
- A proactive and customer-focused approach.
- Strong verbal and written communication skills.
- The ability to build relationships with clients and exceed customer expectations.
- A collaborative and approachable manner, with a commitment to teamwork.
- A commitment to continuous professional development.
- Excellent organisational and time management skills.
- The ability to prioritise tasks effectively and work to deadlines.
- Capable of working on own initiative.
Desirable Attributes
- Additional experience or qualifications relevant to asset management or building services.
- Advanced knowledge of CAFM systems or bespoke service management tools.
''
