Helpdesk Coordinator

6 days ago

Salford, Salford, United Kingdom Thermatic Group Full time
About the Role

We are seeking a highly skilled and experienced Helpdesk Scheduler to join our Technical Services Centre Team at Thermatic Group.

Key Responsibilities
  • Efficiently manage, monitor, and schedule Thermatic mobile engineers to ensure they have full viable diaries of work planned.
  • Take information from service request calls from customers, engineers, and statutory requirements to assign the appropriate engineer resource via the Thermatic system.
  • End-to-end ownership of all high-priority jobs raised, including triage and escalation of issues.
  • Ensure engineer devices are operational and communicating effectively, and review the Thermatic scheduling tool to ensure PPM demand is scheduled efficiently and effectively.
  • Communicate daily with the contracts team to ensure engineers have sufficient workload and future works are scheduled or re-scheduled.
  • Adjust and reschedule engineers' activity to take account of daily fluctuations in service requests, in line with agreed hierarchy of criteria such as SLA achievement, reduced travel, reduced costs, and utilization of engineer skill sets.
  • Escalate any issues and log occurrences of non-compliance of engineers and escalate to relevant line management in a timely manner.
  • Contribute to monthly business review meetings by furnishing and discussing critical account information pertinent to current operational performance data.
  • Ensure accuracy of service request information into Job Logic and customer portals.
  • Provide additional service administration support as required.
Requirements
  • Experience in scheduling a team of mobile, distributed engineers.
  • Experience in operating a Computer Maintenance Management System (CMMS).
  • Experienced computer user with full operational understanding of MS Office packages.
  • Desirable: Technical experience or qualifications, such as electrical or HVAC.
About Us

Thermatic Group is a business built on people, and it's the people that make us different from other companies. We're a diverse group and encourage our people to be independent thinkers and collaborative doers to create a supportive culture full of passion.

We provide opportunities for growth and development across our organisation through apprenticeships, professional qualifications, management training, and on-the-job learning. As a business that is continually growing, we're looking to attract the best talent in the industry to grow our workforce and join our combined efforts towards our goals.

Thermatic Group is an Equal Opportunities employer and takes its responsibilities relating to Equality, Diversity, and Inclusion seriously. For further information, you can request a copy of our Equality, Diversity, and Inclusion Policy.

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