Job Title: Facilities Administrator
Location: Surrey Street, Norwich
Purpose of the role:
My client is a global leading provider of facilities management and they are looking for a helpdesk coordinator to provide internal support for one of their well-known financial clients. The helpdesk coordinator will be acting as the first point of contact for customers, staff and suppliers, contacting the Helpdesk to ensure the provision of world class customer services, ensuring all maintenance requests are dealt with effectively and efficiently.
Kep Responsibilities
* To develop a good working relationship with all members of staff and client’s staff.
* Be the first point of contact for all customer enquiries; escalate concerns of a complex nature to the Supervisor for advice and guidance.
* Log all job requests that are received via telephone onto the central Helpdesk request system.
* Prioritise job requests received through the central helpdesk request system.
* Ensure all relevant information in order to prioritise and resolve requests is obtained and evaluated.
* Contribute to the development of new works requests into quotations, requesting purchase orders and arranging work in consultation with the customer, and organising the recharge process.
* Monitor work progress and update customers through to completion of work, gather feedback from the team in order to update issues accordingly.
* Log, monitor and resolve routine customer complaints, escalate to the Supervisor those complaints that are for example, complex, high profile or require support to effectively resolve.
* Collate customer feedback. Raise any issues or concerns with the Supervisor.
* Run reports and analyse helpdesk data as requested.
* Manage day to day administration and filing as required.
* Meet the contractual SLA & KPI targets.
Person Specification
* Experience working in a similar role & environment
* Facilities management experience (Desirable but no essential)
* IT Literate (Word, Excel, MS Suite)
* Must be tidy and organised, able to prioritise and deliver within high pressure, business critical environments
* Manage workloads