Helpdesk Operative Pfi

2 weeks ago

Sheffield, United Kingdom Integral UK Full time

**The Role**

To provide a timely, effective, professional, and friendly Helpdesk service as part of the Facilities Management service provision within our PFI sector.

**DUTIES**:

- Call service triaging within a PFI business, offering high levels of customer service
- Call centre logging of reactive tasks onto the CAFM system including categorization and prioritising of calls
- To operate the CAFM system, relaying information to those responsible for action and keeping the client updated where necessary with a full audit trail of the event from receipt to closure.
- Provision of Monthly and ad hoc reports to clients
- Provision of trend management reports
- To manage, update and upload the out of hours engineer's rota, twice weekly.
- To manage the timesheet tracker, send out weekly communication to all contract teams and ensure that all timesheet entries have been updated for our Finance sector, also updating timesheets when necessary.
- To manage the collation of overtime requests from the Divisional Director, adding all overtime to a master tracker and cross referencing data given from our Finance sector, to identify trend analysis and provide governance to the overtime process and spend for the PFI Sector.
- Raising PO's/sales ledger reconciliation
- Proving monthly call performance reports from Mitel
- Reviewing real time data on reactive calls and PPMs,
- Holding of contractual data e.g. annual PPM and Asset Register, also annual PPM impact assessment planners
- To operate always with safe working practices with due regard to Health and Safety regulations, COSHH, Control of Infection, waste disposal, etc in accordance with legislative requirements and policies and procedures of IFM.
- To contribute to the efficient and effective working of the Facilities Management function.
- The postholder will be required to maintain an awareness of IFM's policies, procedures and objectives related to the successful delivery of the administration and helpdesk service.
- To carry out any other duties assigned by the Management Team in connection with IFM's operational requirements

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