Helpdesk Coordinator
Role details
Job location
Tech stack
Job description
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.
The Role
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
Requirements
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
