Service Desk Planner – Full Time Permanent | Location: Glasnevin, Dublin.
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, ensuring jobs are attended within specified SLAs in line with business procedures. Once attendance is met, the Planner will also manage completion of the job and ensure 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.
Hit completion deadlines on CAFM System.
Support Management and Operations teams in contract delivery and escalated issues 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 communication to Management and Operations staff.
Follow up open P1's and P2's for updates to close out efficiently, 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 note all activity 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 – Microsoft Office Suite required.
Familiarity with CAFM systems and scheduling tools desirable.
Strong accuracy and attention to detail skills.
Logical thinking.
Strong organisation 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 and flexible.
Customer and people focused.
Calm nature – even temperament.
Team player who enjoys collaborating with people.
Ability to interact and communicate with colleagues, engineers, contract and performance managers and third-party suppliers.
Benefits
Free Virtual GP Service
22 days Annual Leave
Mi Recognition – thank employees for a job well done ranging from €25–€250
Talent Referral Scheme – earn €100–€3,000 for referring a friend to Mitie
Mi Deals – 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 – risk‑free savings plan allowing purchase of Mitie shares at a discount
Bike2Work Scheme
Tax Saver Scheme
Learning & development – access 200 courses on our L&D platform
This job description is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. It does not attempt to detail every activity, and should be utilised as a general guide, detailing the minimum requirements and responsibilities of the position. Specific tasks and objectives will be agreed with the post holder following the appraisal process and on an as and when required basis throughout the post holder's period of employment.
Mitie is an equal opportunity employer.
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