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 ser...