Help Desk Coordinator

Help Desk Coordinator

Salary - £25,000 pa
Hours of work will be 08.00 – 16.30 Monday to Thursday and Friday 08.00 – 16.00

Quality

• Manage CAFM system as key user on site including PPM records, reactive and reporting.
• Answer calls/email for the business in a timely fashion
• Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.
• Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible apply RFT and close calls over phone without requirement for assignment
• Liaise with Engineer’s and Account Director daily/weekly to ensure quality of service is maintained.
• Where required, review Subcontractor performance and feedback through appropriate systems..
• Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.
• Ensure the CAFM system is updated with new supplier

People & Development

• Promote and maintain the clients great culture.
• Collate and process timesheets and expenses weekly in absence of Contract Support.
• Communicate effectively and build/maintain relationships at all levels with internal and external customers.
• Attend and participate in any relevant training courses.

Contract:

• Alongside Contract Support assist with the monthly customer report.
• Provide comprehensive reports relating to all jobs raised through the CAFM system.
• Analysis and comprehension of reports relating to CAFM system.
• Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.
• Logging hazards & customer feedback on the QHSE Management Portal
• Perform any other duties or responsibilities as requested by the CM or Management Team.

Finance:

• Understand procedures and processes and operate them to the required standard.
  Examples of these are:

1. Obtaining supplier quotes and uploading onto the internal system for client approval.
2. Update and putting quotes on to the system
3. Tracking all quotes and ensure they are presented to supplier

• Updating the  Performance Portal as and when required.

Person Specification:

• Organised - Works in a structured way. Thinks ahead to prioritise workload
• Logical - Works in a clear and consistent manner
• Attention to detail - Thorough in carrying out a task, with a high degree of accuracy
• Assertiveness - Confident, effective in putting across point of view to others
• Persistence - Follows through to resolution
• Customer and team focus - Puts customer and team needs first; always considers impact of their actions