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.

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

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