Job Description: Service Desk Operative
Company: PSMG Maintenance Ltd
Salary: £26,000
Place of work: 21 Apex Court Woodlands, Bradley Stoke, Bristol, BS32 4JT
Hours: 40 hour (Apply online only) mon to fri)
Holiday Entitlement: 20 days per annum (+1 day per year up to 25 days)
Core Objective: To act as the central hub for all service communications, ensuring that reactive
faults are triaged and PPM schedules are executed on time and fully documented.
Key Responsibilities
1. Communication & Triage
Services Email Management: Primary responsibility for monitoring the ‘Services’
inbox. You will filter, prioritise, and distribute all incoming work requests, technical
queries, and compliance documents to the appropriate internal stakeholders.
Inbound Call Handling: Act as the first point of contact on the Main Telephone Line,
providing professional customer service and directing technical or accounts queries as
needed.
2. Reactive & PPM Task Management
Reactive Engineer Assignments: Rapidly assign engineers to emergency and
urgent reactive tasks based on location, skill set, and client priority (SLA).
Weekly PPM Scheduling: Responsible for the weekly assignment of PPM tasks,
ensuring that all scheduled maintenance (HVAC, Electrical, Water) is allocated to the
engineering team’s diary in advance.
Task Lifecycle Tracking: Monitor the progress of tasks from "Logged" to "Complete,
ensuring no jobs are left stagnant in the system.
3. Documentation & Compliance
Job Sheet Collection: Proactively collect completed job sheets and service reports
from both Internal Engineers and Sub-contractors immediately following site visits.
Verification: Ensure all job sheets are legible, accurate, and contain the necessary
site signatures before filing or processing.
Monthly Client Reporting: Assist in the compilation of monthly performance reports
for key clients, detailing KPI hits, open task status, and completed compliance works.
4. Commercial Support
Quotation Creation: Draft professional quotations based on engineer
recommendations (e.g.,
C2" electrical repairs or "failed fan motor" replacements).
Internal Approval Flow: Ensure all quotes are reviewed and approved by the
relevant Manager/Director prior to submittal to the client