Service Desk Lead

20 hours ago

London, Greater London, United Kingdom Pareto FM Full time
Job Title: Service Desk Lead

Pareto FM is seeking an experienced and skilled individual to join our team as a Service Desk Lead.

Salary: £30,000 per annum

Job Overview:

The Service Desk Lead plays a key role in the overall operations of the account, working closely with the Helpdesk & Compliance Manager to ensure seamless workflows.

Key Responsibilities:

  • Monitor and manage incoming service requests or issues via email, ensuring timely updates are provided by engineers and subcontractors.
  • Actively track open jobs, maintaining effective workflows and allocating tasks to engineers based on job requirements and urgency.
  • Coordinate remedial actions following site inspections or compliance audits, ensuring alignment with financial budgets.
  • Follow up on outstanding jobs to ensure they are resolved within agreed service level agreements (SLAs).

Administrative Support:

  • Log and reconcile monthly overtime records, ensuring approval from Line Manager or the Account Manager.
  • Act as a central point of communication between team members, subcontractors, and clients, ensuring smooth operation of workflows.
  • Generate regular reports on job statuses, compliance updates, and financial summaries as required.

Required Skills and Experience:

  • Previous experience in a similar role, ideally within facilities management.
  • Strong organisational and time management skills, with the ability to handle multiple priorities.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with a range of stakeholders.
  • Proficiency in using Microsoft applications, such as Word and Excel.
  • Some knowledge of health and safety regulations.

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