Helpdesk Operator

We are seeking a customer focused Helpdesk Operator to work in the Head Office of a large Maintenance organisation based in Hertford.

You will liaise with clients, engineers and sub-contractors ensuring that the appropriate engineers (whether internal or external) are sent to the required location within an agreed timescale.

This role requires a very organised person to keep on top of the variety of demands that are made of you. A happy, positive, flexible can-do attitude is also desirable. If you enjoy a challenge, problem solving, using your initiative and are able to cope in a very friendly but hectic environment then this could be the perfect role for you.

RESPONSIBILITIES / DUTIES:

Ensure Sub Contractors are given notice of forthcoming PPM’s.

Ensure the Pre-Planned Maintenance (PPM) is proactively planned

Dispatch Engineers to Call Outs within agreed timescales.

The General duties of the post include:

Schedule PPM’s in advance, including 3rd party communication for access

Liaise with Helpdesk to ensure continuity to deliver and achieve KPI’s

Action weekly schedule for Contract Managers

Schedule in approved quoted works to commence

Update overtime authorisation on system from Contract Managers

Create Out Of Hours rota

Maintain Office calendar - Annual Leave and sick for Engineers

Liaise with Contract Managers & Supervisors, highlighting issues.

Liaise with IT via support system to highlight any IT issues

Maintain electronic and paper records

Educated to GCSE or above

Knowledge and experience of Microsoft Excel, Outlook, and Word is essential.

Knowledge of internal databases desirable.

Excellent Customer Service Delivery experience

Team player, self-driven, keen for a new experience

Analytical and organised