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FM Helpdesk Specialist
1 month ago
About The Role
GRAHAM Group is a leading Total FM provider, committed to enhancing the student experience. As a Helpdesk Operations Coordinator, you will contribute to creating a hassle-free environment for clients and engineers.The Helpdesk Operations Coordinator will be responsible for:
- Logging calls/jobs on the Control Hub database, utilizing service software (IFS). Calls/jobs may be received by telephone, email, or in person.
- Allocating works orders to directly employed maintenance teams and/or supply chain.
- Tracking job progress against pre-determined KPIs, including maximum allowable response and rectification times, and implementing escalation procedures.
- Reporting back to clients and contract staff on job progress and completion – producing reports.
- Uploading and amending asset information as held in the Control Hub database.
- Operating paper-based systems as necessary to complement the operating software, including backup systems.
- General administration duties as and when required.
Key Responsibilities:
- Deliver an effective and efficient helpdesk service in accordance with GRAHAM Group's ISO management systems and Quality Control procedures.
- Collaborate with maintenance teams and supply chain to ensure timely completion of works orders.
- Monitor and report on job progress, identifying areas for improvement and implementing corrective actions.
About GRAHAM Group:
GRAHAM Group is a trusted University partner, committed to enhancing the student experience. We are a leading Total FM provider, with a strong focus on delivering high-quality services to our clients.
