Help Desk Operator

• Be fully conversant and compliant with all processes which support the delivery of Helpdesk services ensuring compliance with contractual KPI targets.
• Provide excellent customer service when dealing with telephone calls, ensuring the use of a polite and professional manner at all times and that all requests are followed up by taking ownership to completion including the use of accurate handovers where necessary.
• Control of all site access including subcontractors/visitors requesting inductions where appropriate and completion of any relevant paperwork/permits.
• Control of vests, keys and passes where necessary.
• Act as the first point of contact for onsite deliveries and ensure that correct procedures are followed with regards to storage and receiving of the goods.
• All calls from internal/external customers where work is required are to be logged accurately and promptly on Maximo meeting SLA response times for answering calls.
• Dispatch all reactive/PPM tasks to the appropriate Technician/Subcontractor/Manager, meeting contractual KPIs.
• Upon receipt of printed reactive/PPM work order detail report, Maximo must be updated immediately with any feedback given on the report including inputting labour actual and the closure of the work order when advised complete.
• Investigate all open historical work orders on a daily basis and ensure the work is completed within SLA parameters.
• Pro-actively liaise with the relevant Manager/Technician/Customer with regards to all EC/TR’s on a regular basis to complete work within SLA parameters.
• Completion and upkeep of all trackers in order to comply with corporate and local operating procedures.
• Management of all correspondence, filing and scanning received into the Helpdesk.
• General administrative support as directed by the Helpdesk tasks, i.e. absence reporting, subcontractor administration and purchasing processes.
• Monitoring of BMS alarm system logging details reporting to Technician and raising reactive work orders where necessary.
• Monitoring of PTS system, contacting either the Technician or Ward if required and logging reactive work orders where necessary.
• Receipt and logging/dispatching of jobs from relevant OOH concessions when required.
• Create reports where required using our Maximo reporting system, i.e. SER14.
• Develop and maintain effective working relationships at all levels with both internal and external customers.
• Adhere to all company policies including but not limited to code of conduct, data protection and confidentiality.
• Enthusiastic and pro-active with ideas both during meetings and in general, with the aim of enhancing the overall Helpdesk experience for our customers.
• Other general administrative support as directed by the Regional Helpdesk Manager/Helpdesk Supervisor as required.
• Flexibility is a vital aspect of this position. The average working week will be based around 40 hours per week, however the applicants must be totally flexible and be able to change to any of the call centre shifts (including nightshift) at very short notice.

• Experienced in a similar role
• Ideally worked with Maximo 7.5 scheduling software (CAFM)
• Excellenct Phone and IT skills

We have a role come in working for a Huge Facilities Maintenance Service Provider on their Glasgow based Help Desk