Helpdesk Coordinator

Our client is currently seeking to employ a Helpdesk Coordinator to assist their established team with call handling, resource planning and compliance monitoring duties across our various client premises within the Facilities Services division., * Accurate and efficient logging reactive jobs via telephone and email

• Proactively Monitor and chase work orders progressions to completion within the required SLA
• Respond to Client queries and provide timely updates on job progressions
• Utilise internal reports to drive performance and meet contractual KPIs
• Generation of purchase orders for materials and subcontractor requirements
• Relevant administration tasks as required
• Plan, schedule and assign Planned Preventative Maintenance (PPM) and reactive work orders to mobile engineers within a specific geographical area
• Ensure all PPM and reactive work orders and scheduled efficiently minimising travel time
• Ensure all PPMs are completed within the appropriate timescales
• Liaise with mobile engineers and contract manager to ensure efficient planning of work
• Escalate potential SLA failures in advance to optimise opportunity to avoid failure
• Administration tasks as required by the business

Essential -

• Previous experience of working on a helpdesk or similar fast paced environment
• Experience of working to strict SLAs & KPIs
• Previous experience of planning / scheduling for a mobile workforce desirable
• Excellent Customer Service Skills
• Good attention to detail including a high level of accuracy
• Experience of working in a fast-paced environment
• Experience with Microsoft packages
• Ability to prioritise effectively
• Strong communicator with good literacy and numeracy skills
• Excellent organisational and communication skills
• Strong administrative and analytical skills

The Person

• Ability to plan and priorities own workload to deadlines
• Ability to work under pressure and on your own initiative
• Demonstrate excellent customer service
• To be able to communicate at all levels
• Ability to use initiative whilst delivering a proactive Can-Do attitude

If you are interested in a new challenge, please apply immediately