Helpdesk Co-Ordinator

On belhalf of our M&E client based in the Newtownabbey area CSR are seeking to appoint an experienced Help Desk Co-Ordinator.

The role of the Helpdesk Operator will be to provide helpdesk support and provide the first point of contact for a variety of facilities management requirements and administration.

The successful applicant will have strong attention to detail, excellent administrative skills and a customer focus handling each query efficiently.

Role & Responsibilities:

Ø Handle incoming calls to the helpdesk and log these using the helpdesk software, ensuring that all the required information is included.

Ø Coordinate with the technicians and sub-contractors on the requirements of each job to respond quickly and efficiently.

Ø Report back to clients regarding job progress and close out.

Ø Identify and escalate situations requiring urgent attention to the Contracts Managers/Head of FM

Ø Liaise with all operational staff on the contracts in order to provide a first-class service to the clients.

General Administration

Work with the Helpdesk Support Administration Team on general administration duties such as:

Ø Maintain a high level of quality in relation to all administrative duties on the contracts.

Ø Maintaining a database of records pertaining to all aspects of maintenance including statistical reporting and invoice control

Ø Compiling and producing reports as necessary

Ø Preparing reports for completed works including costs and back-up information for same

Ø Collation of payroll documentation including timesheets

Ø Management of finance administration duties including raising purchase orders, goods receiving, matching, and checking invoices

· 3 years' experience in dealing with incoming customer calls.

· Experience in responding to customer queries from multiple sources such as email and phone

· Familiarisation with maintenance management/CAFM systems

· Knowledge of Facilities Management Services

· Be capable of working on own initiative.

· Excellent communication and interpretation skills

· Customer focussed and have a strong awareness of client needs.

· Have the ability to work with and relate to colleagues to achieve the company goals.

Desirable Experience:

· SICON/ Sage experience

Crescent Specialist Recruitment (CSR) operates as both an Employment Agency and Employment Business on behalf of our clients.