Scheduler / Helpdesk Administrator

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Full Time/Permanent
Human Resources
Hard Services
Front of House
Facilities Management (main)
Estates, Property
Engineering, Maintenance
£20,000 to £29,999
£24000 - £28500 per annum
South East
12-01-2021 04:16 PM
Title: Scheduler / Helpdesk Administrator

Location: Abingdon

Hours: 37.5 hours


Job Purpose:

To ensure the delivery of effective helpdesk and work scheduling services to the contract/team in compliance with the contract deliverables and KPIs.


Principal Accountabilities:

  • To ensure compliance to all relevant end to end processes applicable to the role
  • To ensure processes are consistently reviewed to ensure operational excellence
  • Proactively monitor KPIs and SLA performance so that any issues are resolved to avoid failure
  • Proactively plan and schedule work so that WOs are fixed first time and that WOs needing to be ‘placed on hold’ are kept to a minimum
  • Ensure effective CAFM and EMMA management and use
  • Implementation and compliance to the work scheduling process to DEL and SCON
  • Implementation and compliance to the account audit process
  • Service documents and certifications from SCON gathered and logged on CAFM and subsequent reactives raised
  • Proactive monitoring of CAFM status to prevent Red and AMBER work order status
  • Escalation to Service Heads of any SLA repeated failures and/or deviation to process
  • Suggests improvement and innovation initiatives
  • Support Compliance lead with ensuring asset data and PPMs in CAFM sufficient
  • Implement and comply to all account reporting process
  • Mitigation log and associated process to be managed for account
  • Holiday log and associated process to be managed for account
  • Ensure Optimum Resource function is used appropriately
  • Ensure correct use of WSCHED, WPLAN and keep nos to a minimum
  • Chase SCON for service completion sheets and ensure uploaded to CAFM
  • Implement Creating Capacity and ensure it continues to be effective
Commercial and Finance

  • To satisfy all contract deliverables
  • To ensure KPIs and SLAs are passed so that EMCOR UK does not incur financial penalties
  • Effective implementation of authority to proceed process
  • Effective implementation of the quoted works process
  • Effective implementation of PO process on JDE
  • Completion of Formscape process
Personal Competencies: 

  • Extensive experience in a helpdesk operations and work scheduling is essential
  • Knowledge of FM processes is essential
  • Extensive experience of CAFM management is essential
  • Proficient in the use of all Microsoft IT packages including Visio is essential
  • Experience of contributing to Lean Change projects is desirable
  • Technical engineering experience is desirable
  • Use of own initiative, an effective and confident administrator.
  • Personable, approachable and able to work as part of a multi-functional team.
  • Well organised with the ability to prioritise.
  • Good IT skills including MS software and knowledge of bespoke software packages with an interest in learning new technologies to improve efficiency and service.
  • Working knowledge of CAFM systems and building operations, awareness of facilities disciplines to allow effective allocation of work order.

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