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Service Desk Planner
role at
Mitie
Team Operations | Contract type Full Time Permanent
Location: Glasnevin, Dublin.
About Mitie
Mitie Ireland is a leading facilities management, consultancy and professional services company offering a range of specialist services including technical services, security, cleaning, industrial cleaning, energy and sustainability, and professional consultancy.
We work with a wide range of private and public clients to create great work environments and have received several industry awards for our outstanding work and commitment to employee wellbeing.
Job Overview
Using scheduling software and processes, the Planner will ensure all preventative maintenance and logged reactive task work is assigned, carried out and closed to achieve first-time fix and meet SLAs.
The Planner will also manage job completion and ensure all required documentation is completed in line with business procedures.
Key Responsibilities
Ensure all reactive, remedial, planned, and quoted works are scheduled, issued, and managed through to completion with supporting paperwork/certification.
Own task lifecycle from "Pending Acceptance" to "Complete" status, re-assigning as necessary.
Meet completion deadlines on the CAFM System.
Support Management and Operations teams in contract delivery and promptly resolve issues with jobs or suppliers.
Maintain close relationships with suppliers to ensure timely delivery of documentation for planned tasks.
Review PPM backlogs, update tasks, provide mitigation and relevant communication to Management and Operations staff.
Follow up on open P1 and P2 tasks for efficient resolution while keeping internal and external clients updated.
Generate, issue and communicate End of Shift handover reports to out-of-hours and Management teams.
Respond to queries and escalations from the helpdesk team and Facilities Managers.
Run and issue bespoke client-specific and business reports to support operations.
Contribute to the team through training colleagues, cross-training, covering, and attending meetings.
Accurately record all job-related information on IT systems and log activity against tasks in the bespoke CAFM system.
Manage and communicate access requests.
Effectively chase suppliers for progress information within SLA.
Handle communications in a professional and prompt manner.
Identify opportunities to improve performance and work with operations teams to implement change.
Perform any other associated or ad-hoc tasks as required.
About you
Excellent PC knowledge – MS Office Suite required.
Familiarity with CAFM systems and scheduling tools desirable.
Strong accuracy and attention to detail.
Logical thinking and strong organisational and administration skills.
Experience in a technical FM business including PPM operations, compliance, and H&S Management is a distinct advantage.
Enthusiastic with a positive "can-do" approach.
Reliable and flexible.
Customer- and people-focused with a calm nature.
Excellent team player who enjoys collaborating with colleagues and external partners.
Benefits
Free Virtual GP Service
22 days Annual Leave
Mi Recognition (awards ranging from €25 – €250)
Talent Referral Scheme (earn €100 – €3,000 for referrals)
Mi Deals (fantastic savings at high-street stores)
Long service awards (ranging from €50 – €300)
Non-contributory life assurance scheme
Personal Retirement Savings Account (PRSA) scheme
Employee Assistance Programme (EAP)
Save as you Earn Scheme (discounted Mitie shares)
Bike2Work Scheme
Tax Saver Scheme
Learning & development (access to 200 courses on our L&D platform)
Mitie is an equal opportunity employer.
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