Helpdesk Co-ordinator

**Job objectives and responsibilities**
- To carry out duties in compliance with MITIE Technical Facilities Management Ltd Policies and Procedures
- To perform tasks in a professional manner to a suitable standard to meet both Client and MITIE expectations
- Compliance with Health and Safety policy/legislation
- To ensure that as far as is reasonably practicable Mitie reacts efficiently and effectively in line with client SLA's and KPI's
- Working closely with delivery and Management teams
- Other duties appropriate to the level of this role

**Main duties**
- Working hours are 40 hours a week between Monday to Friday between 7am to 7pm as required on rotating 8 hour shift pattern.
- Management of all incoming telephone call from the client lines
- Management of all incoming work orders through Maximo from the client interface ensuring these are triaged correctly
- To ensure that we log all work orders correctly getting it right first time, identifying any inaccuracy of information and to obtain all the required information to ensure the scope can be confirmed and the task progressed through the correct route
- Raising follow up tasks following PPM visit's ensuring the scope is confirmed and these are raised correctly to the correct department for the required action.
- To triage and manage high priority tickets between 7am - 8am & 5pm - 7pm with planning for field engineers
- High levels of communication with the Public, Client and Management teams
- Support all teams as required
- Administer and meet all SLAs for telephone and mailboxes
- Contract awareness
- Manage internal / external outage process
- Regular communication with all stake holders on escalations, customer queries and updates as required
- Ensuring all logged works are issued to relevant teams within a timely manner ensuring no delay to planning SLA
- To manage all front-line client escalations
- To provide support to the Management Teams
- In addition to the duties and responsibilities outlined you may be required to perform other duties assigned and requested by the Line Manager

**Person specification**

**Skills & Behaviours**
- Reliable and ability to get on with others, with excellent verbal reasoning skills
- Experience of daily interaction and workload management of field engineers
- Co-ordination and Planning skills - excellent organisational skills and ability to prioritise workload.
- Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties.
- Customer Care - Capable of delivering results and meeting customer expectations
- Commercially aware with a clear focus on high quality and control of cost
- Self-motivated, tenacious and result-oriented with a positive outlook
- Calm under pressure
- Assertive

**Qualifications & Experience**
- Understanding of supply chain/basic planning process (order, production, delivery)
- Microsoft Intermediate Excel skills
- Knowledge of Maximo or similar CAFM system.
- Relevant experience in a Planning role using business in-house systems together with Microsoft packages
- A knowledge of the hard services and facilities management sectors is desirable
- Educated to A Level standard or equivalent business is desirable

**Health and Safety responsibilities**
- Always follow Group and company policies and procedures
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment
- Use all work equipment and personal PPE properly and in accordance with training received
- Report any issues or training needs to your Line manager and /or via your divisional incident reporting system

**Note**

**This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.