Service Desk Administrator

About the role

We install, service and maintain air conditioning and ventilation systems across hotels, commercial offices, retail, healthcare and industrial. We're looking for a Service Planner / Scheduler to run the diary for our field engineers and keep both our PPM programme and our reactive callouts moving.

This is deliberately a broad role. One half is the service desk — PPM visits booked months ahead, breakdowns landing with no notice, engineers who need re-routing mid-morning. The other half is the paperwork that turns completed work into paid invoices: purchase orders, supplier invoices, and keeping records straight. You'll also be one of the people who keeps the office itself running day to day.

We're looking for an all-rounder rather than a specialist. If you like variety, take ownership of the detail, and would rather pick something up than pass it along, you'll do well here.

What you'll be doing

Planning and scheduling

• Plan and issue the annual PPM schedule across the contract portfolio, making sure every asset is visited within its service frequency
• Take reactive breakdown calls from clients and site contacts, log them accurately, and dispatch the right engineer first time
• Match jobs to engineers on skills, certification (F-Gas, IPAF, PASMA, SSSTS) and geography to keep travel time down and first-time fix up
• Prioritise works against contractual SLAs and response times; escalate early where a target is at risk
• Manage the daily diary as it changes — reroute engineers, rebook visits, and keep clients updated when timings move
• Book specialist subcontractors where works fall outside our in-house scope
• Support the out-of-hours rota and emergency callout coordination [if applicable]

Invoicing, purchasing and finance support

• Raise purchase orders for parts, plant hire, subcontractors and consumables, and keep them matched to the right job
• Order parts and equipment from suppliers and manufacturers, chase lead times, and track deliveries to site
• Receipt and process supplier invoices, resolve pricing queries and discrepancies, and liaise with accounts on payment runs
• Check and validate engineers' job sheets, service reports and timesheets before works are billed
• Prepare and raise client invoices for reactive works, quoted jobs and contract billing, with the right supporting paperwork attached
• Keep jobs costed accurately so labour, parts and subcontractor spend land against the correct works order
• Support WIP reporting, chase uninvoiced and unclosed jobs, and help resolve client invoice queries
• Track contract renewal dates and support the preparation of quotations and renewal paperwork

Compliance and records

• Raise and issue permits to work and RAMS, and book site inductions and access where required
• Keep asset registers, site records and compliance certification up to date on the CAFM system
• Maintain F-Gas and statutory records in line with regulatory requirements
• Handle client and supplier data confidentially and in line with GDPR

Wider office and business support

• Act as a first point of contact for incoming calls, emails and visitors
• Provide administration support across the wider team — document control, filing, correspondence and reporting
• Help onboard new clients and mobilise new contracts, setting up sites, assets and paperwork from scratch
• Pick up ad hoc tasks as the business needs them — this is a small, busy team

What we're looking for

Essential

• Experience in a coordination, planning, service desk or business support role within building services, HVAC, mechanical or electrical, facilities management or property maintenance
• Confident scheduling a field-based engineering team and managing a live diary that changes through the day
• Hands-on experience with purchase orders and invoicing — raising, processing, querying and chasing
• Strong telephone manner and written communication; able to keep clients calm and informed when a system is down
• Able to prioritise under pressure and handle a high volume of calls and emails without losing detail
• Competent with a CAFM or job management system - Joblogic and MS Office, including Excel
• Accurate and methodical with administration, records and compliance paperwork
• Commercially aware — understands the difference between contract-covered works and chargeable works
• Happy to work across several areas at once rather than stay in one lane

Desirable

• Background specifically in air conditioning, ventilation or refrigeration service
• Familiarity with common equipment and terminology — splits, VRF/VRV, AHUs, chillers, close control, ductwork, heat pumps
• Awareness of F-Gas regulations and record-keeping obligations
• Exposure to accounts software (e.g. Sage, Xero, Xledger) or job costing and WIP reporting
• Experience planning statutory and compliance-driven maintenance to fixed frequencies
• Experience supporting a contract mobilisation or a new portfolio going live

Who tends to do well here

The people who thrive in this role are natural organisers. They spot the PPM that's about to fall out of frequency before anyone chases them, they notice when a job has been sitting completed and unbilled for three weeks, and they'd rather ring a client back with a straight answer than leave them wondering. They build genuine working relationships with the engineers, and they're comfortable moving between a breakdown call, a supplier invoice query and a contract renewal in the same hour.

Direct HVAC experience is a real advantage, but we'll also look seriously at coordinators from wider FM, building services or property maintenance — if you can schedule engineers, handle clients and keep the admin watertight, we can teach you the kit.

Pay: £28,000.00-£35,000.00 per year

Benefits:

• Company events
• Company pension
• Free parking

Work Location: In person