Service Desk Scheduler

Job Overview

• Using the latest scheduling software, manage the delivery of jobs allocated to the engineering delivery.


• The Scheduler will, using the systems and processes, ensure that the correct engineering resource is deployed to achieve first time fixes for customers. This will range from using internal national engineers to subcontractors as appropriate, with the aim of ensuring that the job is attended within the specified SLAs.


• Once attendance has been met the Scheduler will also manage the completion of the job as well as ensuring that all parts and materials are accounted for and all required documentation is completed. Responsible for execution of maintenance tasks in accordance with contract specification.


• This position will be contracted to work Monday to Friday between 08:00 - 17:00 and not on a shift pattern


Main Duties

• To schedule all reactive, remedial and planned works to appropriate resource, paying attention to location, expertise and response targets.


• To accurately record all job related information on the appropriate IT systems.


• To ensure that the engineer days are optimised to drive maximum productivity from the team.


• Ensure all jobs marked an incomplete by engineers are followed up and reallocated as appropriate.


• Monitor engineer travel and activity and respond to issues as required.


• Arrange third party attendance where required, raising appropriate Purchase Orders and Work. Requests and obtaining required completion information.


• Ensure all jobs are completed within the required response times and costs.


• Deal with communications in a professional and prompt manner.


• Ensure non productive time is accounted for on system.


• Escalate issues with specific jobs, clients or engineers promptly.


• Follow Group and company policies and procedures, at all times.


• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery, or risk to health and safety, or the environment.


• Use all work equipment and personal PPE properly and in accordance with training received.


• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system
  
  Have experience working within a service delivery or contact centre.


• Possess strong IT skills.


• Demonstrate a high level of communication skills with the ability to provide detailed information and advice in a clear and positive manner.


• Have the ability to interact and communicate as appropriate with their audience, which will encompass colleagues, engineers, contract and performance managers and third party suppliers.


• Work effectively under pressure within a busy and diverse environment.


• Show a creative approach to analysing and solving problems using technology and reported information.


• Adhere to process and compliance requirements.


• Work well as part of a team.


• Experience in a similar role is beneficial but not necessary
  
  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. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business. At Mitie we know that 'our diversity makes us stronger'. We are committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right