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Helpdesk Resource Planner

Helpdesk Resource Planner 

Tannochside, North Lanarkshire

Monday – Friday – 8.00am – 5.00pm

£23k Salary

23 days holiday


Job Overview

Property and infrastructure support services company delivering integrated Building and Facilities Management Services throughout the UK.

We are currently seeking to employ a Helpdesk Resource Planner who will assist our established team with call handling, resource planning and compliance monitoring duties across our various client premises within the Facilities Services division.


Main duties and responsibilities

  • This role will include a variety of tasks including the following:
  • Accurate and efficient logging reactive jobs via telephone and email
  • Proactively Monitor and chase work orders progressions to completion within the required SLA
  • Respond to Client queries and provide timely updates on job progressions
  • Utilise internal reports to drive performance and meet contractual KPIs
  • Generation of purchase orders for materials and subcontractor requirements
  • Plan, schedule and assign Planned Preventative Maintenance (PPM) and reactive work orders to mobile engineers within a specific geographical area
  • Ensure all PPM and reactive work orders and scheduled efficiently minimising travel time
  • Ensure all PPMs are completed within the appropriate timescales
  • Liaise with mobile engineers and contract manager to ensure efficient planning of work
  • Escalate potential SLA failures in advance to optimise opportunity to avoid failure
  • Administration tasks as required by the business

Qualifications and Experience:

  • Previous experience of working on a helpdesk or similar fast paced environment
  • Experience of working to strict SLAs & KPIs
  • Previous experience of planning / scheduling for a mobile workforce desirable
  • Excellent Customer Service Skills
  • Good attention to detail including a high level of accuracy
  • Experience of working in a fast-paced environment
  • Experience with Microsoft packages
  • Ability to prioritise effectively
  • Strong communicator with good literacy and numeracy skills
  • Excellent organisational and communication skills
  • Strong administrative and analytical skills


  • Ability to plan and priorities own workload to deadlines
  • Ability to work under pressure and on your own initiative
  • Demonstrate excellent customer service
  • To be able to communicate at all levels
  • Ability to use initiative whilst delivering a proactive Can-Do attitude