Job objectives and responsibilities
To co-ordinate the Administration and Helpdesk staff in four site locations; ensuring that they manage all administration tasks to support Mitie process and activities.
Manage the day-to-day interaction with internal clients and the Helpdesk to ensure jobs are logged correctly on Maximo to meet SLA's.
Provide strong support, accurate reporting and up-to-date figures for the FM team and the client.
Supervise a team of Administration and Helpdesk Operatives to ensure best practice and quality service, including sickness, annual leave and workload management.
Main duties
* First line supervision of the Help Desk calls and team.
* Answer the telephone and address enquiries.
* Raise reactive call outs on Maximo along with quotations/cost estimates to the client.
* Raise Purchase Orders.
* Approve To Pay purchase orders on a periodic basis throughout the week.
* Co-ordinate subcontractor reactive calls, ensuring that calls are promptly responded to and closed off.
* Communicate with Supervisors, Engineers and Suppliers; liaise with subcontractors regarding security clearance and access requirements.
* Reactive & quoted works.
* Chase up jobs logged to close off and chase up costs.
* Delegate workload to admin team.
Helpdesk reporting
* Adhoc reports required by the clients for specific information.
* Assist with producing necessary documentation for audits when required.
* SLA's, PPM's and finance performance, including support with compiling the weekly/monthly reports.
* Liaise with Contract Management team where necessary and be key point of contact for management enquiries on the allocated account portfolios.
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