Service Desk Assistant

About the Role:

As a Service Desk Administrator at Primech Building Services, you will play a key role in coordinating both reactive and planned works across the business. You will support engineers, clients, and internal teams through effective use of the company’s job management systems, ensuring a smooth and efficient workflow.

This position is central to maintaining operational efficiency, ensuring jobs are raised, scheduled, tracked, completed, reported, and invoiced accurately, while delivering clear and professional communication across all stakeholders.

Key Responsibilities:

Service Coordination & Scheduling

• Manage incoming reactive and planned maintenance enquiries via phone and email
• Raise, allocate and monitor jobs using BigChange
• Schedule engineers for reactive works, PPM visits and remedial tasks
• Ensure works are delivered within agreed SLAs and client timeframes

Job Administration & Commercial Support

• Prepare quotations for remedial and small works in line with company pricing structures
• Raise purchase orders and order materials as required
• Produce and issue invoices for completed works
• Accurately record labour, materials and completion notes within company systems

Contract & Compliance Support

• Assist with PPM scheduling and maintenance planners
• Issue service reports, certifications and job documentation to clients
• Maintain organised electronic filing in line with company standards

Client & Engineer Support

• Act as a primary point of contact for job updates and scheduling queries
• Provide timely communication to clients and internal teams
• Escalate complex or urgent matters to Senior Administrator or Service Desk Manager

Systems & Reporting

• Maintain accurate records within BigChange and associated systems
• Support reporting and tracking using Excel
• Assist engineers with system-related queries

Essential Qualifications & Skills

• Previous experience in a service desk / FM administration role
• Strong organisational and multitasking skills
• Minimum 2 years administrative experience
• Confident telephone and email communication
• Experience using job management systems (e.g., BigChange or similar)
• Good working knowledge of Microsoft Excel and Outlook
• Ability to prioritise workload in a fast-paced environment
• Calm under pressure
• Strong attention to detail
• Commercial awareness
• Team-oriented mindset
• Proactive attitude

Desired But Not Essential

• Experience within building services / facilities management
• At least 1 year within service coordination or facilities management preferred
• Understanding of SLAs and contract-based service delivery
• Experience preparing quotations and invoices
• Knowledge of Sicon or similar purchasing systems

Working Hours & Contract

• Full-time, office-based position
• Typical working hours: 08:00 – 17:00 (Monday to Friday)
• Some flexibility may be required depending on business needs
• ASAP start preferred

Pay & Benefits

• Competitive salary
• Structured career development plan, including annual progression reviews
• Opportunity to grow within a rapidly expanding business
• Apple IT equipment
• Company pension
• 21 days holiday plus bank holidays
• Ongoing training and development
• On-site gym
• On-call rota payment (1 in 5, if applicable)