Maintenance Helpdesk Executive

About The Role

You’ll be responsible for assisting the Maintenance Helpdesk Manager in providing maintenance support across the business. Allocating internal and external contractors where needed throughout the divisions, which comprises more than 700 units across the UK, Ireland & Netherlands. SSP units can be found within Railway Stations, Airports, and Millie’s Cookies in shopping centres.

• Helpdesk duties include answering and triaging a large volume of incoming calls, logging work orders in Ostara (CRM software) (Agility).
• Liaising with the contractors (outgoing calls and emails) for any/all information and ensuring that all urgent call outs are attended to ASAP.
• Closing down work orders and detailing the engineers’ findings on the system.
• Constantly monitoring all forms of email and media communication to ensure swift and efficient responses to questions and queries.
• Processing invoices and being in control of certain contractor invoices that require constant monitoring. Using systems such as Ostara, Imap, Compleat, SAP (Agility).
• Providing updates to the OD’s, OM’s, and MM on critical outstanding works.
• Monitoring inspections and certificates, reporting back to the Maintenance Helpdesk Manager and the Compliance Team Leader the status of all PPM programmes.
• Ad hoc duties to include minute taking, creating and updating spreadsheets, producing reports, and occasionally providing additional support for contractor reviews.
• Asset upload, ensuring this is up to date on equipment issues across the business.
• Extra income to be earned by being part of the OOH / Crisis service team and taking the mobile phone home during evenings and at weekends to maintain 24/7 maintenance cover (This is based on a team rota), with additional payments in net cost based on daily rates.

• Maintenance Team
• Unit Managers

• Excellent customer service, interpersonal skills, and telephone etiquette
• Intermediate knowledge of Microsoft Office packages including Word, Excel, Outlook, and Power Point
• Excellent numeracy and organisational skills
• Ability to confidently liaise with all levels of management within the SSP business
• A self‑motivator
• Team player
• Fluent English
• Works well under pressure
• Works to tight deadlines and timescales
• Excellent attention to detail and document accuracy
• Maintenance experience (desirable but not essential)

• Able to speak Dutch

• Employee discounts across our brands
• Friends and Family Discount App
• Award‑winning training, apprenticeships and development programmes
• Health and wellbeing support
• Hybrid working with flexibility to support work–life balance
• An inclusive and diverse workplace, with employee networks and communities