Service Desk Planner – Mitie
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Team Operations | Contract type Full Time Permanent
About Mitie: Mitie Ireland is a leading facilities management, consultancy and professional services company.
We offer a range of specialist services including technical services, security, cleaning, industrial cleaning, energy and sustainability, and professional consultancy.
Our breadth and depth of services and expertise means that we can help to increase efficiencies, reduce costs, increase sustainability, and improve performance for our clients.
We work with a wide range of private and public clients to create great work environments.
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 with the aim of ensuring the job is attended within the specified SLAs in line with business procedures.
Once attendance has been met, the Planner will also manage the completion of the job as well as ensuring that all required documentation is completed in line with business procedures and processes.
Key Responsibilities
Ensure all reactive, remedial, planned, and quoted works are scheduled, issued, and managed through to completion with supporting paperwork/certification.
Ownership of tasks from "Pending Acceptance" to "Complete" status in line with Business procedures and processes to assign, reassign, remove, push through, etc as necessary.
Hitting completion deadlines on CAFM System.
Support Management and Operations teams in Contract delivery and escalated issues with specific jobs or suppliers promptly.
Manage a close relationship with suppliers to ensure timely delivery of documentation for planned tasks.
Review PPM backlogs, update tasks, provide mitigation and issue relevant communications to Management and Operations staff.
Follow up open P1's and P2's for updates to close out efficiently, again keeping both internal and external clients updated.
Generate, issue and communicate End of Shift handover report to out of hours & Management teams.
Respond to queries, enquiries, and escalations from the helpdesk team and Facilities Managers.
Run and issue bespoke client specific reports and business reports to support the operations team.
Contribute to team through training colleagues, cross training, cover, attending meetings, etc.
Accurately record all job-related information on the appropriate IT systems and log notes against tasks in the bespoke CAFM system.
Manage and communicate access requests.
Effective chase of suppliers for progress information from within SLA.
Deal with communications in a professional and prompt manner.
Identify opportunities to improve performance and work with the operations teams to implement change.
Any other associated tasks that may be required from time to time and ad-hoc tasks as requested.
About You
Excellent PC knowledge – MS Office Suite required.
Familiarity with CAFM systems and scheduling tools desirable.
Strong accuracy and attention to detail skills.
Logical thinking.
Strong organisational and administration skills.
Experience in a technical FM business including PPM operations, compliance, and H&S Management a distinct advantage.
Enthusiastic with positive "can do" approach.
Reliable & Flexible.
Customer & People-focused.
Calm nature – even temperament.
You will be a team player who enjoys collaborating with people.
You will have the ability to interact and communicate as appropriate with your audience, which will encompass colleagues, engineers, contract and performance managers and third-party suppliers.
Benefits
Free Virtual GP Service
22 days Annual Leave
Mi Recognition (Thanking employees for a job well done ranging from €25 - €250)
Talent Referral Scheme (Earn €100 - €3000 for referring a friend to Mitie)
Mi Deals (Fantastic savings at high street stores)
Long service awards (Ranging from €50-€300)
A non-contributory life assurance scheme
Personal Retirement Savings Account (PRSA) scheme
Employee Assistance Programme (EAP)
Save as you Earn Scheme (a risk‑free savings plan that allows you to buy Mitie shares at a special discount)
Bike2 Work 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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