Senior Helpdesk Coordinator

**Duties/Responsibilities**: **Location**: Thorpe Wood House, Peterborough **Salary**: £27,436 per annum **Working hours**: 8am - 5pm Monday to Friday **Benefits**: 20 Days Holiday + BH, Company Pension, Company Sick Pay, Flex Benefits (EMCOR UK discount scheme) **About EMCOR UK**: At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business. **What you’ll do**: - Assist the Team Leader In their duties including weekly and monthly reporting - Be a point of escalation for the rest of the helpdesk team - Carry out the Team Leader's responsibilities In their absence - Provide a first line contact for internal and external customers/contractors - Respond effectively to all telephone queries and complaints, using effective listening, questioning and problem-solving skills. - To manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged. - Life safe systems and statutory inspections completed as per the legal compliance and SLA/KPI required times - When an engineer is scheduled to a job ensure the attendance info is communicated to the customer and engineer. - Changing status on open jobs, chasing subcontractor for both delivery dates for parts and service completion sheets and updating customers as required. - Process and job on the in house finance system (JDE) to enable invoicing - Liaising with Clients to escalate out of line incidents. - Ensuring EMCOR meet the contractual KPI’s and SLA’s. - Raise Purchase Orders as and when required. - Administer PPM’s and Reactive control to Service Engineers through in House System and are carried out within one month of the allocated date - Coordinate faults, schedule to engineers, communicate with customers. - Implement new Service Contracts including setting up contracts on the central database, assisting implantation of PPM control and delivering information to key personnel. - To undertake review of internal purchasing requisitions to ensure best practice use of Suppliers and Subcontractors were required for PPM and Reactive Calls. - Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action. - Any other duties as requested by the Management Team and or Team leader within reason to suit the changing needs of the business. - Service monitoring - Assist the Team Leader to monitor service standards - Monitor the active jobs logged on with the helpdesk, to include the CAFM system, Horizon and the EMMA Application. - Recommend to the Team Leader improvements that could be made to the help desk service delivery - Review and make recommendations to maintain building integrity, maintaining accurate records as required. - Liaise with MSP to follow through on approved work. - Liaise with senior management to ensure contracts remain compliant. - Assist in the compliance of existing Health and Safety policy, safe working practices, liaising closely with the Health & Safety Manger. - Attend regular management meetings with in-house suppliers and note follow up actions as required - Administration working to help desk standard procedures - Operate and maintain an effective filing system for the department. - Produce reports for all MSP performance - Manage and maintain the ‘control of contractor’ register, to include liaising with the technical and production department along with external provider. - Manage and maintain stationary supplies for the Facilities Department, whilst overseeing the stationary contractor. - Obtain monthly reports from various suppliers outlining the service used or provided. - Follow up on instructions to raise capital expenditure. - Follow through any changes to the disaster recovery plan. - Key deliverables - Effective help desk service, follow up on requests and customer handling - Effective MSP monitoring and follow up with suppliers to ensure standards are met - Effective administrative support to the help desk and record