Better places, thriving communities.
Job Title: Service Desk Scheduler
Location: Mitie Birmingham T2, Trinity Park
Employment Type: Full-Time, Monday to Friday, 8:00am – 5:00pm
Job Objective
1. 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.
2. 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.
3. This position will be contracted to work Monday to Friday between 08:00 – 17:00 and not on a shift pattern
Key Responsibilities
4. Schedule all reactive, remedial, and planned works to the appropriate resources, ensuring alignment with location, expertise, and response targets.
5. Accurately document all job-related information in the relevant IT systems.
6. Follow up on and reallocate any jobs marked as incomplete by engineers.
7. Arrange third-party attendance where needed, raising appropriate Purchase Orders and Work Requests and obtaining required completion information.
8. Ensure all jobs are completed within the required response times and costs.
9. Escalate any issues with specific jobs, clients, or engineers without delay.
10. Adhere to Group and company policies and procedures at all times.
11. Report any deficiencies in work systems or equipment that could affect service delivery, health and safety, or the environment.
12. Use all work equipment and personal PPE correctly, following training guidelines.
13. Communicate any issues or training requirements to your line manager and/or through the divisional incident reporting system.
Qualifications and Skills Required
14. IT skills, Excel skills, experience of CAFM systems (e.g., Maximo) is desirable.
15. Communication skills with the ability to provide clear, detailed information and advice.
16. Ability to interact effectively with colleagues, engineers, contract and performance managers, and third-party suppliers.
17. Ability to work under pressure in a fast-paced, dynamic environment.
18. Creative approach to analyzing and solving problems using technology and reported information.
19. Commitment to adhering to process and compliance requirements.
20. Strong team player.
21. Please note this position is dependent upon the successful candidate passing BPSS security clearance.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Jessica Mercel at .