Helpdesk Planner/Scheduler

Position: Helpdesk Planner/Scheduler
Contract: Full-time, Monday to Friday, 9:00 - 17:00
Location: Birmingham
Salary: £11.44 PAYE

Job Objectives and Responsibilities:

• Scheduling Management: Utilize the latest scheduling software to manage the delivery of jobs allocated to the engineering team.
• Resource Deployment: Ensure the correct engineering resource is deployed to achieve first-time fixes for customers, using internal national engineers or subcontractors as appropriate, ensuring attendance within specified SLAs.
• Job Completion: Manage job completion, ensuring all parts and materials are accounted for and required documentation is completed.
• Maintenance Task Execution: Execute maintenance tasks in accordance with contract specifications.

Main Duties:

• Schedule all reactive, remedial, and planned works to appropriate resources, considering location, expertise, and response targets.
• Accurately record all job-related information on the appropriate IT systems.
• Optimize engineer schedules to maximize team productivity.
• Follow up on incomplete jobs and reallocate as necessary.
• Monitor engineer travel and activity, responding to issues as they arise.
• Arrange third-party attendance as required, including raising Purchase Orders and Work Requests, and obtaining completion information.
• Ensure all jobs are completed within the required response times and costs.
• Handle communications professionally and promptly.
• Account for non-productive time in the system.
• Promptly escalate issues related to specific jobs, clients, or engineers.
• Adhere to Group and company policies and procedures at all times.
• Report any deficiencies in systems of work or equipment that may affect service delivery or pose a health risk.

Qualifications:

• Proven experience in scheduling or coordinating roles, preferably in an engineering or technical environment.
• Proficiency in using scheduling software and IT systems.
• Excellent organizational and multitasking skills.
• Strong communication skills, both written and verbal.
• Ability to work effectively under pressure and meet deadlines.