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We are currently recruiting for a Help-desk Coordinator to join our client’s Fire & Security business in Urmston, Manchester. The successful candidate will be responsible for allocating and coordinating reactive, planned, and service installation works between clients and engineering staff.
Key Responsibilities:
* Allocate jobs to field technicians and subcontractors
* Review electronic timesheets for field technicians
* Report and escalate pending calls
* Coordinate field technician revisits
* Distribute maintenance visits
* Issue pre-planned maintenance schedules to clients and service managers
* Prepare SLA/KPI reports for specific clients
* Manage administrative tasks, including spreadsheets for various contracts
* Plan all maintenance visits
* Ensure all SLA/KPI targets are met within deadlines
* Complete monthly SMS health checks
* Handle on-call administration and updates
* Arrange reactive and pre-planned maintenance appointments with end users
* Set up and amend maintenance contracts
* Manage and reduce WAIT information
* Achieve monthly maintenance KPIs
* Provide training on aspects of Belfast operations
* Compile management reports for site-based service managers
* Liaise with service and operations managers regarding KPI performance
* Create job packs for service and operations managers
Skills & Experience:
* Administrative experience, preferably within a help-desk environment
* Computer literacy skills
* Adaptable and flexible approach to work
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