Helpdesk Operators help to ensure service delivery is achieved for the contract, by coordinating subcontractors works, assigning and managing the PPM process, scheduling, and organising works, tracking work activities, collating, and filing supporting documentation and ensuring that all trackers and reports are completed accurately and on time. The role will also involve some financial management i.e. raising, matching and management of purchase orders. The role:
* Triage reactive calls on the helpdesk assign correct priority to each event and allocate accordingly to the engineering team and approved subcontractors.
* Keep CAFM system updated with live updates and documentation
* Manage PPM, remedial and reactive works by ensuring accurate updates are included on all jobs with follow on activities linked via the parent/child process and updated live in the system
* Coordination and scheduling of subcontractors for day-to-day operations
* Assist with the coordination of engineers work schedules and monitoring their activities
* Actively seek Extension of Time requests for Tasks that will likely take longer than the SLA within concept
* Hourly Review of Priority 1 & 2 Tasks (Emergency and Urgent Tasks)
* Use Technical Contract Manager for Technical assistance and always call for technical guidance in diagnosing faults and receipt of technical job sheets
* Constantly monitor progress against booked jobs
* Check / chase for completion documents / evidence
* Experience of helpdesk/coordination within a facilities management service
* Able to work with varying timescales and multiple priorities from different clients
* Excellent communication skills
* CAFM/estates and project management systems.
* The offer:-
* Mon-Fri 8am-5pm
* Up to £24,500 - Dependent on experience
* 21 + 8 Bank Holidays
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