As a Helpdesk Coordinator, you will be responsible for providing exceptional customer service and business support to contribute to the continued growth and success of the Business.
Responsibilities:
* Use CAFM system as a user on site including PPM records, reactives and reporting.
* Answer calls/email for the business in a timely fashion
* Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.
* Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible apply RFT and close calls over phone without requirement for assignment
* Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.
* Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assistance from Contract Support.
* Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.
* Alongside Contract Support assist with the monthly customer report.
* Provide comprehensive reports relating to all jobs raised through the CAFM system.
* Analysis and comprehension of reports relating to CAFM system.
* Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.
* Logging hazards & customer feedback on the QHSE Management Portal
* Perform any other duties or responsibilities as requested by the CM or Management Team.
* Understand procedures and processes and operate them to the required standard.
* Organised - Works in a structured way. Thinks ahead to prioritise workload
* Logical - Works in a clear and consistent manner
* Attention to detail - Thorough in carrying out a task, with a high degree of accuracy
* Assertiveness - Confident, effective in putting across point of view to others
* Persistence - Follows through to resolution
* Customer and team focus - Puts customer and team needs first; always considers impact of their actions