Scheduler / Helpdesk Administrator

To ensure the delivery of effective helpdesk and work scheduling services to the contract/team in compliance with the contract deliverables and KPIs., * To ensure compliance to all relevant end to end processes applicable to the role

• To ensure processes are consistently reviewed to ensure operational excellence
• Proactively monitor KPIs and SLA performance so that any issues are resolved to avoid failure
• Proactively plan and schedule work so that WOs are fixed first time and that WOs needing to be ‘placed on hold’ are kept to a minimum
• Ensure effective CAFM and EMMA management and use
• Implementation and compliance to the work scheduling process to DEL and SCON
• Implementation and compliance to the account audit process
• Service documents and certifications from SCON gathered and logged on CAFM and subsequent reactives raised
• Proactive monitoring of CAFM status to prevent Red and AMBER work order status
• Escalation to Service Heads of any SLA repeated failures and/or deviation to process
• Suggests improvement and innovation initiatives
• Support Compliance lead with ensuring asset data and PPMs in CAFM sufficient
• Implement and comply to all account reporting process
• Mitigation log and associated process to be managed for account
• Holiday log and associated process to be managed for account
• Ensure Optimum Resource function is used appropriately
• Ensure correct use of WSCHED, WPLAN and keep nos to a minimum
• Chase SCON for service completion sheets and ensure uploaded to CAFM
• Implement Creating Capacity and ensure it continues to be effective

Commercial and Finance

• To satisfy all contract deliverables
• To ensure KPIs and SLAs are passed so that EMCOR UK does not incur financial penalties
• Effective implementation of authority to proceed process
• Effective implementation of the quoted works process
• Effective implementation of PO process on JDE
• Completion of Formscape process

• Extensive experience in a helpdesk operations and work scheduling is essential
• Knowledge of FM processes is essential
• Extensive experience of CAFM management is essential
• Proficient in the use of all Microsoft IT packages including Visio is essential
• Experience of contributing to Lean Change projects is desirable
• Technical engineering experience is desirable
• Use of own initiative, an effective and confident administrator.
• Personable, approachable and able to work as part of a multi-functional team.
• Well organised with the ability to prioritise.
• Good IT skills including MS software and knowledge of bespoke software packages with an interest in learning new technologies to improve efficiency and service.
• Working knowledge of CAFM systems and building operations, awareness of facilities disciplines to allow effective allocation of work order.