Helpdesk Advisor

Job Overview:
We are seeking a skilled Helpdesk professional to join our team. As a Helpdesk, you will be responsible for providing technical support and assistance to end-users. This is a great opportunity for someone with strong technical skills and excellent communication abilities.

**Responsibilities**:

- Ensure that all urgent faults are escalated accordingly.
- Pass third party faults through to relevant person(s) or sub-contractors
- Follow up on all reactive calls logged before they become overdue
- Follow up on all PPM tasks and escalate to M&E supervisors when necessary
- Collate daily/Weekly/Monthly statistics
- Process Reactive & PPM Task Job Sheets into the CAFM System (Concept)
- Use the CAFM system to allocate tasks to the relevant resources
- 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 within the CBRE Contract 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.
- This is not a safety related post, however the incumbent will carry out the activities of the post in a way such as to maintain, as far as is reasonably practical the health, safety and welfare of Company.
- To provide the monthly statistics for the helpdesk - this includes all reactive tasks that have been raised and completed in month.
- To provide the building managers, technical manager and contract managers with a daily report of all outstanding PPM’s and reactive tasks.
- To provide all monthly reporting information - including amount of jobs raised within the month, PPM’s and reactive’s completed on time and late for both Corporate and Retail.

**Requirements**:

- Strong computer literacy
- Experience in a customer/client facing role
- Previous experience within a Facilities Management company advantageous

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£28,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Referral programme

Schedule:

- Monday to Friday

**Experience**:

- Helpdesk/Administration: 2 years (preferred)
- Customer service: 2 years (preferred)

Work Location: In person

Reference ID: HA - REA