Helpdesk Administrator

Helpdesk Admin - £32k – Tottenham Court Road – Monday to Friday 08:oo till 17:00

As a Helpdesk Coordinator, you will be responsible for providing exceptional customer service and business support to contribute to the continued growth and success of the Business.

Responsibilities:

* Manage CAFM system as key user on site including PPM records, reactives and reporting.

* Answer calls/email for the business in a timely fashion

* Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.

* Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible apply RFT and close calls over phone without requirement for assignment

* Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.

* Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assistance from Contract Support.

* Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.

Contract:

* Alongside Contract Support assist with the monthly customer report.

* Provide comprehensive reports relating to all jobs raised through the CAFM system.

* Analysis and comprehension of reports relating to CAFM system.

* Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.

* Logging hazards & customer feedback on the QHSE Management Portal

* Perform any other duties or responsibilities as requested by the CM or Management Team.

* Understand procedures and processes and operate them to the required standard.

Person Specification:

* Organised - Works in a structured way. Thinks ahead to prioritise workload

* Logical - Works in a clear and consistent manner

* Attention to detail - Thorough in carrying out a task, with a high degree of accuracy

* Assertiveness - Confident, effective in putting across point of view to others

* Persistence - Follows through to resolution

* Customer and team focus - Puts customer and team needs first; always considers impact of their actions