Helpdesk Administrator

3 weeks ago

Reading, United Kingdom Recruitment Solutions Full time

Temporary contract for 2 months, possibly longer.

Job role:

- Help Desk Scheduler
- Job purpose: To be the point of contact for a team of engineers and cleaners, and to liaise with our third-party suppliers be the point of contact between them and sites (including booking them in and confirming their schedules), to ensure individuals and third parties have efficient work plans

**Duties/Responsibilities**:

- Plan and schedule work schedules on a daily basis, scheduling engineers/cleaners and third-party contractors’ providers to allow for time to alter and/or cancel jobs at short notice
- In line with SLA's and KPIs define forthcoming work programmes to include:

- Booking operatives on site following the access process
- Ensure engineers/cleaners and third-party contractors’ jobs are completed on time and deliver the highest level of customer care
- Ensure engineers/cleaners and third-party contractors’ have the correct information required to complete the job
- Effectively plan work programmes, efficiently routing their daily schedule to maximise their productivity
- Prioritise emergency works
- Gain and record actions and approvals for the plan by liaison with operational management
- Ensure that all outstanding work is monitored and reviewed, and that Supervisors and Managers are informed of progress on a regular basis. Any changes are to be fed into a revised plan and communicated
- Undertake processing and chasing up of work packages, through close liaison with Management and Supervisors
- Drive operational excellence across the portfolio and meet/exceed expectations on KPI and SLA performance
- Liaise with subcontractors and operatives to schedule appointments/repairs
- Answer engineers/cleaners and third-party contractors’ queries promptly and respectfully
- Ensure relevant data is updated on a regular basis
- Communicate any concerns by escalating to supervisor/manager
- After training support the Service Desk function on an ad hoc relief basis
- Administrative duties as they relate to the Scheduling and Service Desk functions
- Ensure that any reported breakdowns and tasking requests are logged onto the client Asset Management System (AMS) and allocated a unique reference number.
- Maintain clear and effective lines of communication with facility staff and end user community.
- This shall include, but not be limited to, the communication of reference numbers, work progress reports and status updates.
- To provide administrative support to both operational and non-operational areas of the business.
- To liaise with all areas of the business to ensure that our client receives excellent customer service.
- Undertake customer satisfaction questionnaires of completed works and record the feedback. Where the feedback is negative, forward to the appropriate Manager for further action.
- Any other reasonable requests by your line manager

**Job Type**: Temporary contract
Contract length: 2 months

**Salary**: £12.95 per hour

**Benefits**:

- On-site parking

Schedule:

- 10 hour shift
- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Reading: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: One location

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