Job Description
The Service Desk Administrator plays a pivotal role in supporting United Infrastructure’s operational delivery. The position is responsible for coordinating service requests, managing communication channels, and ensuring the effective allocation of work to field engineering teams. Acting as a central hub for operations, the role helps maintain service levels, supports incident response, and upholds high standards of customer service, compliance, and data integrity across all projects and programmes.
Service Desk & Ticket Management
* Serve as the primary point of contact for all service requests, incidents, and operational enquiries from internal teams, clients, and field engineers.
* Log, assess, prioritise, and manage tickets in accordance with United Infrastructure processes and customer SLAs.
* Maintain accurate and comprehensive job records, including site information, access requirements, safety documentation, and progress updates.
* Actively monitor shared inboxes, telephone lines, and ticketing systems throughout the working day to ensure timely responses.
Work Coordination & Scheduling
* Allocate work orders to appropriate engineering teams or subcontract partners, taking into account skills, compliance, location, availability, and urgency.
* Liaise closely with resource managers and operational leads to ensure adequate coverage for both planned and reactive works.
* Track live jobs and provide timely updates on progress, delays, and completion milestones.
* Support the coordination of emergency call-outs and operational escalations when required.
Data Administration & Reporting
* Maintain and update operational systems to ensure accuracy of asset records, job statuses, and service information.
* Assist in the production of operational and performance reports, including SLA compliance, ticket volumes, and key performance indicators.
* Identify and highlight recurring issues, trends, or service gaps to operational management.
* Contribute to continuous improvement initiatives by identifying process inefficiencies or data inconsistencies.
Communication & Stakeholder Support
* Deliver clear, accurate, and timely communication to clients, project managers, supervisors, and engineering teams.
* Escalate high-priority incidents, risks, or service issues in line with agreed escalation procedures.
* Provide a high standard of customer service by resolving enquiries promptly, professionally, and effectively.
Compliance, Safety & Governance
* Ensure all assigned works comply with United Infrastructure safety standards, permit-to-work processes, and client requirements.
* Verify engineer compliance, including certifications, training records, and mandatory equipment.
* Support the reporting and logging of near misses and incidents, liaising with SHEQ teams as required.
* Uphold GDPR and data protection standards when handling operational and customer information.
Qualifications
* Previous experience in a service desk, coordination, dispatch, or administrative role within infrastructure, construction, engineering, utilities, or telecommunications environments.
* Strong organisational skills with the ability to manage multiple priorities effectively in a fast-paced setting.
* Excellent communication skills with a clear focus on customer service and stakeholder engagement.
* Proficient in Microsoft Office and familiar with operational or service management systems such as CRM, ERP, or job management platforms.
* High level of attention to detail, with a strong emphasis on data accuracy and record integrity.
Additional Information
* Bike to work scheme
* Company pension
* Life insurance
* Health Cash Plan
* Wellness programmes
* 4 days in the office 1 day WFH