Service Desk Planner

Service Desk Planner

Team Operations | Contract type Full Time Permanent

About Mitie

Mitie Ireland is a leading facilities management, consultancy and professional services company. We offer a range of specialist services including technical services, security, cleaning, industrial cleaning, energy and sustainability, and professional consultancy. Our breadth and depth of services and expertise means that we can help to increase efficiencies, reduce costs, increase sustainability, and improve performance for our clients.

We work with a wide range of private and public clients to create great work environments. At the 2025 Facilities Management Awards, our outstanding work was recognised with awards for 'Client and Service Provider', 'Best People Development' and 'Excellence in Health & Safety'. Mitie Ireland also won Facilities Management Company of the Year at the recent Chambers Ireland in Business Awards 2024.

Mitie have been awarded the IBEC Keep Well Mark in 2021, 2022, 2023 and 2024 for our commitment to employee wellbeing and we have also been named in the Top 100 Employers for Wellbeing in Ireland. Mitie are the first FM company to achieve the KeepWell mark for employee wellbeing. We are proud of our diverse workforce and like to recognise our people through various reward and recognition schemes, as well as through learning and development.

We are Mitie, the future of high-performing places.

An overview :

Using scheduling software and processes, the Planner will ensure all preventative maintenance and logged reactive task work is assigned, carried out and closed to achieve first time fix with the aim of ensuring the job is attended within the specified SLAs in line with business procedures. Once attendance has been met, the Planner will also manage the completion of the job as well as ensuring that all required documentation is completed in line with business procedures and processes.

Key responsibilities :

• Ensure all reactive, remedial, planned, and quoted works are scheduled, issued, and managed through to completion with supporting paperwork / certification.
• Ownership of tasks from "Pending Acceptance" to "Complete" status in line with Business procedures and processes to assign, reassign, remove, push through etc as necessary.
• Hitting completion deadlines on CAFM System.
• Support Management and Operations teams in Contract delivery and escalate issues with specific jobs or suppliers promptly.
• Manage a close relationship with suppliers to ensure the timely delivery of documentation for planned tasks.
• Review PPM backlogs, update tasks, provide mitigation and issue relevant comms to Management and Operations staff.
• Follow up open P1's and P2's for updates to close out efficiently, again keeping both internal and external clients updated.
• Generate, issue and communicate End of Shift handover report to Out of hours & Management teams
• Respond to queries, enquiries, and escalations from the helpdesk team and Facilities Mangers
• Run and issue bespoke client specific reports and or business reports to support the operations team
• Contribute to team through training colleagues, cross training, cover, attending meetings etc.
• Accurately record all job-related information on the appropriate IT systems and Log note all activity against tasks in the bespoke CAFM system
• Manage and communicate access requests.
• Effective 'chase' of suppliers for progress information from within SLA
• Deal with communications in a professional and prompt manner.
• Identify opportunities to improve performance and work with the operations teams to implement change.
• Any other associated tasks that may be required from time to time and ad-hoc tasks as requested.

About you :

Benefits include :

This job description is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. It does not attempt to detail every activity, and should be utilised as a general guide, detailing the minimum requirements and responsibilities of the position. Specific tasks and objectives will be agreed with the post holder following the appraisal process and on an as and when required basis throughout the post holder's period of employment.

Mitie is an equal opportunity employer.