Help desk coordinator

Highly regarded main contractor are seeking a Help desk coordinator to join their well-established team in Blackburn, on a permanent, part-time basis. This company work across construction, facilities management and susatainbility and have been established for over 30 years.

Role and responsibilities:

• Follow all Helpdesk procedures to meet service delivery and contractual KPIs.

• Deliver excellent customer service via phone; handle all requests professionally and see them through to completions

• Log calls and job requests in the system

• Resolve queries at first contact where possible.

• Allocate and dispatch jobs to internal teams and subcontractors.

• Log jobs with correct priority and details for ‘right first time’ resolution.

• Complete admin tasks as needed.

• Prioritise workload using CAFM and review service issues daily.

• Attend weekly job review meetings.

• Raise purchase orders as required.

• Track and close out PPMs with teams and contractors.

• Actively monitor and manage reactive work orders.

• Build strong working relationships with internal teams and external clients.

• Comply with all company policies, including confidentiality and data protection.

• Contribute proactively with ideas to improve the Helpdesk experience.

• Hours: Monday & Tuesday: 8am-1pm & Thursday & Friday: 8am - 5pm (1 hour lunch)

Requirements:

• Handle all incoming and outgoing calls for contracts in a fast-paced Helpdesk environment.

• Log calls and job requests in real-time using the system 

• Aim to resolve queries at the first point of contact whenever possible.

• Assign and dispatch tasks to internal teams and subcontractors using appropriate channels.

• Work within set SLAs to avoid any financial impacts on the business.

• Prepare and distribute reports for both internal stakeholders and external clients.

• Support general administrative tasks as required.

• Use the system to manage and prioritise your workload, including daily issue reviews.

• Participate in weekly review meetings with the onsite team to discuss open jobs and service updates.

• Raise purchase orders as necessary.

• Manage Planned Preventive Maintenance (PPM) jobs throughout the month, coordinating with departments and contractors for timely completion.

• Salary flexible on experience.

This is a Permanent position and Coleman James Ltd are acting as an Employment Agency.