Job Title: Helpdesk Coordinator

Job Summary: We are seeking a skilled Helpdesk Coordinator to join our team at Randstad Sourceright. As a Helpdesk Coordinator, you will play a crucial role in the operation, financial performance, and reporting of our PPM contract.

Key Responsibilities:

• Respond to service requests from customers utilizing the CAFM system and service channel, taking responsibility and managing the request end-to-end.
• Achieve key performance indicators and service level agreement targets for each service request and set expectations with customers.
• Categorize and resource the correct labor resource according to geographical needs/areas.
• Provide weekly reports on tasks logged, completed, and outstanding.
• Monitor and support daily reviews of Out of Hours Calls and take action as required.
• Undertake daily jeopardy reviews of potential KPI failures to ensure all tasks are identified and implement/mitigate variations.
• Support the provision of monthly contract applications, including providing job packs to clients for open book reporting.
• Assist in keeping WIP levels on contracts to a minimum by ensuring timely completion of jobs.
• Provide exemplary customer service to all stakeholders, internal and external, by actively responding to queries, selecting the best solution, and following up to ensure resolution.

Requirements:

• Excellent verbal and written communication skills, with a proven experience of managing complex relationships.
• Good understanding and experience of CAFM and finance management systems.
• Able to work on own initiative within a team environment.
• Attention to detail.
• Integrity and professionalism.
• Able to demonstrate working knowledge of Word, Excel, PowerPoint, and Outlook.