helpdesk coordinator

A helpdesk coordinator position has become available with an immediate start, my clients are a large maintenance service provider in the facilities management industry. The role for the help desk coordinator is based in Ware., Recognising, supporting and understanding the agreed contractual Key Performance Indicators and Service Level Agreements (KPI’s, SLA’s)

• Maintaining good working relationships with the Client, office staff and the end users; providing innovative solutions to problems and/or difficulties; e.g. lack of labour resources and how would that be dealt with.

• Ensuring effective and courteous handling of customer queries and service requests from start to finish.

• Production of reports (sometimes from limited specification) within the required timescales; e.g. labour resourcing, jobs logged etc.

• The general management of Sub-contractors, including but not limited to planning sub-contractor visits and raising purchase orders.

• Responsibility for upkeep of online portals, including but not limited to Riskwise and Elogbooks.

• Ensuring an accurate and comprehensive record of data input is taken at the point of call logging, such as the nature of the call, the client, the property and the timescale of the works.

The candidate will be a self-motivated and enthusiastic worker with excellent communication skills and a confident telephone manner., Knowledge and experience of Microsoft Excel, Outlook and Word is essential.

• Ensure an excellent customer service delivery experience.

• Excellent written and communication skills.

• The effective coordination of engineers and subcontractors - managing and planning in work, using a diary system.

• Previous Helpdesk experience.

• Previous knowledge and/or use of in-house databases for data collection and reporting, CAFM - - -

• Previous knowledge and experience in call logging and the creation of purchase orders.