To ensure the delivery of effective helpdesk and work scheduling services to the contract/team in compliance with the contract deliverables and KPIs.,
* To ensure compliance to all relevant end to end processes applicable to the role
* To ensure processes are consistently reviewed to ensure operational excellence
* Proactively monitor KPIs and SLA performance so that any issues are resolved to avoid failure
* Proactively plan and schedule work so that WOs are fixed first time and that WOs needing to be 'placed on hold' are kept to a minimum
* Ensure effective CAFM and EMMA management and use
* Implementation and compliance to the work scheduling process to DEL and SCON
* Implementation and compliance to the account audit process
* Service documents and certifications from SCON gathered and logged on CAFM and subsequent reactives raised
* Proactive monitoring of CAFM status to prevent Red and AMBER work order status
* Escalation to Service Heads of any SLA repeated failures and/or deviation to process
* Suggests improvement and innovation initiatives
* Support Compliance lead with ensuring asset data and PPMs in CAFM sufficient
* Implement and comply to all account reporting process
* Mitigation log and associated process to be managed for account
* Holiday log and associated process to be managed for account
* Ensure Optimum Resource function is used appropriately
* Ensure correct use of WSCHED, WPLAN and keep nos to a minimum
* Chase SCON for service completion sheets and ensure uploaded to CAFM
* Implement Creating Capacity and ensure it continues to be effective
Commercial and Finance
* To satisfy all contract deliverables
* To ensure KPIs and SLAs are passed so that EMCOR UK does not incur financial penalties
* Effective implementation of authority to proceed process
* Effective implementation of the quoted works process
* Effective implementation of PO process on JDE
Responsibilities – Other
* Completion of Formscape process
Extensive experience in a helpdesk operations and work scheduling is essential
Qualifications
* Knowledge of FM processes is essential
* Extensive experience of CAFM management is essential
* Proficient in the use of all Microsoft IT packages including Visio is essential
* Experience of contributing to Lean Change projects is desirable
* Technical engineering experience is desirable
* Use of own initiative, an effective and confident administrator.
* Personable, approachable and able to work as part of a multi-functional team.
* Well organised with the ability to prioritise.
* Good IT skills including MS software and knowledge of bespoke software packages with an interest in learning new technologies to improve efficiency and service.
* Working knowledge of CAFM systems and building operations, awareness of facilities disciplines to allow effective allocation of work order.
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