Job Title: Service Desk Scheduler
Location: Mitie Birmingham T2, Trinity Park
Employment Type: Full-Time, Monday to Friday, 8:00am – 5:00pm

Job Objective

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

Key Responsibilities

• Schedule all reactive, remedial, and planned works to the appropriate resources, ensuring alignment with location, expertise, and response targets.
• Accurately document all job-related information in the relevant IT systems.
• Follow up on and reallocate any jobs marked as incomplete by engineers.
• Arrange third-party attendance where needed, raising appropriate Purchase Orders and Work Requests and obtaining required completion information.
• Ensure all jobs are completed within the required response times and costs.
• Escalate any issues with specific jobs, clients, or engineers without delay.
• Adhere to Group and company policies and procedures at all times.
• Report any deficiencies in work systems or equipment that could affect service delivery, health and safety, or the environment.
• Use all work equipment and personal PPE correctly, following training guidelines.
• Communicate any issues or training requirements to your line manager and/or through the divisional incident reporting system.

Qualifications and Skills Required

• IT skills, Excel skills, experience of CAFM systems (e.g., Maximo) is desirable. 
• Communication skills with the ability to provide clear, detailed information and advice.
• Ability to interact effectively with colleagues, engineers, contract and performance managers, and third-party suppliers.
• Ability to work under pressure in a fast-paced, dynamic environment.
• Creative approach to analyzing and solving problems using technology and reported information.
• Commitment to adhering to process and compliance requirements.
• Strong team player.
• Please note this position is dependent upon the successful candidate passing BPSS security clearance.