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Service Desk Administrator

4 months ago

Loanhead, United Kingdom FMS Fire and Security Ltd Full time

**Servicedesk Administrator**

**Pay**
- £18k-£28k - negotiable depending on experience

**Job type**
- Full time

**Location**
- Loanhead

**Full job description**

**FMS Fire and Security, established in 1990, are one of the leading independent fire and security companies based in Central Scotland.**

FMS Fire and Security provide consultancy, design, tender, installation, commissioning, training, maintenance and service for single, integrated and multi-discipline electronic fire and security systems. These systems incorporate Fire Detection, Fire Extinguishing Systems, Intruder Alarms, Closed Circuit Television, Access Control, Emergency Lighting and Voice Evacuation Systems, as well as Gates, Barriers, Turnstiles, Cabling and Security Lighting.

**FMS Fire and Security Ltd are a Quality Assured company certified and audited through UKAS. We hold NSI Gold status for security disciplines and also NSI Gold Fire for the BAFE SP203 scheme.**

We are looking for a Servicedesk Administrator to assist in the day to day running of the Service Department.

We will provide full training on our Management Software Systems as well as other portals and systems.

**The Role**

You will be working closely with the servicedesk team to deliver exceptional customer service, measured against internal and contract specific Service Level Agreements and Key Performance Indicators.

As a Service Administrator with FMS, you will find a variety of different tasks to complete daily. You will ensure the engineers are booked with the sites, diaries are organised and our software management system updated, as well as all reporting and processing schedules are maintained. These will include, but are not limited to:

- Dealing with customer calls professionally and in a timely manner
- Arranging planned preventative maintenance visits, at our clients’ sites and booking them into our engineers electronic diary
- Booking in reactive maintenance works, and as such requires flexibility in re-arranging engineer schedules at short notice to suit the clients demands and needs
- Managing system paperwork including specifications and commissioning paperwork, ensuring the engineers have returned all documentation and it has been uploaded to client portals.
- Managing the engineers diary
- Communicate effectively to Management Team
- Log new customer calls on appropriate IT system ensuring that client priorities are met and ensuring accuracy and quality of data
- Understand good housekeeping for data protection, performance and information security requirements
- Manage servicedesk expectations including conflict/problem resolution
- Manage priority through importance
- Identify and escalate opportunities to improve operative performance, and process improvement

**The Person**

To be successful in this role you will have good team-working skills, with the ability to respond professionally to customer and client enquiries.

You will have the ability to respond positively to changing workloads and priorities, with a willingness to undertake varied responsibilities.

Necessary skills:

- Excellent communication skills
- Strong Administration experience
- Ability to organise workload
- Excellent telephone manner
- Experience with planning and scheduling
- Experience with the use of Microsoft Word, Excel

Desirable but not necessary skills:

- Previous experience within field co-ordination, ideally from another engineering-based business

In return we offer:

- Hours 09:00am to 17.00pm Monday to Friday
- 25 Days Holiday per annum plus Bank Holidays
- Company Pension Scheme
- Annual Bonus
- Annual Pay Review
- Casual Dress
- On site parking

**Job Types**: Full-time, Permanent

Pay: £18,000.00-£28,000.00 per year

**Benefits**:

- Company pension
- On-site parking
- Work from home

Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: In person

Application deadline: 30/06/2024
Reference ID: Service Desk Administrator 31.05.24