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 (0800-1700 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.