Due to the continued expansion of our ES Service Desk, we have an exciting career opportunity for an experienced and enthusiastic Service Desk Co-ordinator and Planner. Sudlows, who work throughout the UK, have a growing portfolio of clients globally. We have over 200 staff and have achieved recent expansion with ongoing plans. Sudlows are keen to recruit candidates who will be part of this ambition.

Role Purpose

The successful candidate will be a valued member of our Enterprise Services department. We are currently looking to grow our business, and this role is a key part of this vision. This role is to provide the business with coordination of resource and materials including client reports and day-to-day support to the project teams and other company departments where required, ensuring all tasks are carried out to the highest level of accuracy without delay.

The ideal candidate will have a background in Service Desk Coordination, Facilities Management or Customer Service

The role will initially be office-based but some work in evenings, and potentially weekends, will be required. Candidates should be able to show a flexible approach to work and understand that some jobs are required to be supported outside of the standard 08:30-17:00 working hours.

Key Responsibilities

  • Full ownership of Break/fix tickets for work being carried out in the UK, Europe, the USA and beyond
  • Full ownership of small project work in the above locations
  • Supporting across several different contracts and understanding the requirements for each individual customer
  • Supporting senior members of the Service Desk operations team with project work
  • Sign-off of all work on site, ensuring everything is completed to a satisfactory standard
  • Ensuring all Health and Safety standards are adhered to
  • Undertaking ad hoc admin tasks as required by the Service Desk and wider business
  • Processing invoices for subcontractors and suppliers
  • Attend weekly/monthly client-facing meetings via video call
  • Collating and amending close out documentation ensuring it is suitable to submit to clients
  • Working to strict SLAs ensuring all work is completed and closed out in line with client expectations
  • Managing stock levels of client’s equipment
  • Working closely with the Estimating Department processing new quote requests
  • Responsible for maintaining a strong and positive relationship with all clients
  • Managing sub-contractor and supplier relationships
  • Supporting the wider Enterprise Services team with ad hoc requests such as ordering materials and creating POs
  • To answer/deal with queries, both face to face and via the telephone in an appropriate and timely manner.
  • Use clients’ own internal systems to provide updates on works and planned jobs
  • Support engineers on site with access and technical support, giving direction on getting jobs over the line

Personal Specification

Technical Skills and Qualifications:

  • Ability to work as part of a team and on your own
  • Some technical / engineering knowledge of AV and data installations would be an advantage
  • Ability to manage a heavy workload and conflicting demands, whilst consistently producing high-quality work to tight deadlines
  • Experience of liaising with colleagues from operational staff to senior director level, and the ability to manage upwards
  • First-class communication skills, personal confidence and the ability to influence others
  • Intermediate to advanced Word, Excel and PowerPoint skills
  • Accurate data entry processing experience
  • Attention to detail

Planning and Organising:

  • Ability to organise own workload
  • Ability to prioritise work and deliver to tight deadlines
  • Able to maintain accurate and timely records as required by the role
  • Ability to identify and solve everyday job-based problems in liaison with the relevant project manager

Working with People:

  • Lead by example showing positive and effective work ethic
  • Able to establish rapport with service users as necessary e.g. clients, members of the public, other contractors etc
  • Understands how to encourage and influence people to get the best from them
  • Understands the needs of others and able to respond accordingly

Communication:

  • Able to communicate factual information politely and courteously
  • Has everyday spoken skills e.g. telephone and face-to-face conversations
  • Has advanced written and numeric skills appropriate to the job
  • Able to listen, observe and report information to the manager

Vacancy Summary

We offer a competitive package commensurate with qualifications and experience to the right candidate including professional training and long-term career development opportunities.

Location: Manchester

Rate: Dependent on age & government guidelines

We are an equal opportunities employer.