Helpdesk Operator
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Key Responsibilities
Log reactive maintenance requests received by email and telephone. Prioritise urgent jobs and allocate work to engineers and subcontractors. Arrange subcontractor visits and ensure all required paperwork is completed. Monitor outstanding jobs and follow up to ensure deadlines and service levels are met. Use CAFM systems to track work orders, run reports and monitor performance. Identify potential delays and take action to prevent service-level breaches. Escalate concerns to management where necessary. Monitor workloads and resolve scheduling or labour allocation issues. Ensure compliance with company procedures and service-level agreements. Help maintain high standards of customer service and reduce complaints. Essential Skills and Experience Previous experience in a helpdesk or call-centre environment. Experience using a CAFM system to manage and monitor workloads. Good working knowledge of Microsoft Office. Strong communication and customer service skills. Excellent organisational and analytical skills. Ability to prioritise tasks, meet deadlines and follow procedures. Confidence communicating with customers, management and suppliers. Ability to work independently, use initiative and manage competing priorities
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