Service Desk Incident Lead

About the Company

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award‑winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve.

Our commitment to doing business the right way is rooted in our TRUE values:
Trust, Respect, Unity, and Empowerment
.

Shift Pattern: 0700am - 1900 shifts confirmed via rota

The purpose of this role is to manage high priority tasks and events to completion within required timescales. This dedicated role will provide excellent customer service to the client, responsible for driving progress on emergency tasks and liaising with various key stakeholders.

A strong communicator is key, confident in handling complaints and providing solutions.

The Incident Lead will ensure we deliver agreed services to our customers in line with Contract Service Level Agreements (SLA’s), supporting with wider Service Desk duties to keep WIP levels to a minimum by ensuring timely completion of jobs.

• Identify incidents/red flag jobs and manage them to completion in line with required SLA’s
• Lead incident notifications periodically with status updates
• Jeopardy management of jobs due to breach their contract SLA’s
• Liaise with all key stakeholders to ensure clear communication and drive progress of tasks – subcontractors, engineers, client and Senior Management
• Ensure clients are kept informed in advance of site visits as per contract agreements, including any changes/delays as appropriate
• Manage incident to completion, escalating to Senior Management when required
• Support Senior Management with weekly and monthly incident reporting
• Support with access arrangements and communications to domestic properties
• Effectively manage all chases, escalations and complaints in line with business processes ensuring customer satisfaction always.
• Act as point of escalation where required for the Service Desk team
• Lead the plans and response to weather related incidents and high-profile visits.
• Manage client queries and chases via phone calls & emails
• Prioritise numerous competing tasks; continuously monitoring the progress of work whilst communicating any delays to the relevant people
• Work alongside Service Desk Team Leaders to train Service Desk Coordinators
• Support the Service Desk team with duties as required during busy periods
• Always ensure high levels of customer service
• OOH Handover review
• Raise associated tasks for quoted works following approval
• Support in managing engineers' diaries including planning around holidays & sickness
• Chase engineers and contractors for timely updates where required
• Raise Purchase Orders for Materials and Subcontractors
• Review Job sheets from Subcontractors and action accordingly for anything sent via email

• Experience of Facilities Management processes and CAFM systems desirable.
• PC skills, Excel, MS Teams, SharePoint desirable.
• Meticulous eye for detail
• Capable of operating in a pressurized fast‑paced environment.
• Excellent communication skills.
• Excellent Customer Service.
• A self‑motivated person who is target driven and possesses the ability to work on their own initiative.
• Applicant must have the right to work in the UK

• Paid Holiday
• Employee Referral Scheme.
• Learning and development opportunities.
• Supportive working culture and future progression opportunities.
• Mobile, legal, bicycle, breakdown, and retail discounts.

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.