Highly regarded main contractor are seeking a Help desk coordinator to join their well-established team in Blackburn, on a permanent, part-time basis. This company work across construction, facilities management and susatainbility and have been established for over 30 years.
Role and responsibilities:
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Follow all Helpdesk procedures to meet service delivery and contractual KPIs.
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Deliver excellent customer service via phone; handle all requests professionally and see them through to completions
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Log calls and job requests in the system
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Resolve queries at first contact where possible.
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Allocate and dispatch jobs to internal teams and subcontractors.
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Log jobs with correct priority and details for 'right first time' resolution.
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Complete admin tasks as needed.
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Prioritise workload using CAFM and review service issues daily.
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Attend weekly job review meetings.
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Raise purchase orders as required.
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Track and close out PPMs with teams and contractors.
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Actively monitor and manage reactive work orders.
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Build strong working relationships with internal teams and external clients.
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Comply with all company policies, including confidentiality and data protection.
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Contribute proactively with ideas to improve the Helpdesk experience.
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Hours: Monday & Tuesday: 8am-1pm & Thursday & Friday: 8am - 5pm (1 hour lunch)
Requirements:
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Handle all incoming and outgoing calls for contracts in a fast-paced Helpdesk environment.
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Log calls and job requests in real-time using the system
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Aim to resolve queries at the first point of contact whenever possible.
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Assign and dispatch tasks to internal teams and subcontractors using appropriate channels.
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Work within set SLAs to avoid any financial impacts on the business.
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Prepare and distribute reports for both internal stakeholders and external clients.
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Support general administrative tasks as required.
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Use the system to manage and prioritise your workload, including daily issue reviews.
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Participate in weekly review meetings with the onsite team to discuss open jobs and service updates.
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Raise purchase orders as necessary.
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Manage Planned Preventive Maintenance (PPM) jobs throughout the month, coordinating with departments and contractors for timely completion.
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Salary flexible on experience.
This is a Permanent position and Coleman James Ltd are acting as an Employment Agency