Helpdesk Coordinator
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Full Time/Permanent
Soft Services
Facilities Management (main)
Facilities Management (main)
£20,000 to £29,999
£21k per year
Central Scotland
Tannochside
2519
08-09-2021 03:27 PM
06/10/2021 03:27
Helpdesk Coordinator
Salary £21000
North Lanarkshire
Our client is currently seeking to employ a Helpdesk Coordinator to assist their established team with call handling, resource planning and compliance monitoring duties across our various client premises within the Facilities Services division.
The Role
- Accurate and efficient logging reactive jobs via telephone and email
- Proactively Monitor and chase work orders progressions to completion within the required SLA
- Respond to Client queries and provide timely updates on job progressions
- Utilise internal reports to drive performance and meet contractual KPIs
- Generation of purchase orders for materials and subcontractor requirements
- Relevant administration tasks as required
- Plan, schedule and assign Planned Preventative Maintenance (PPM) and reactive work orders to mobile engineers within a specific geographical area
- Ensure all PPM and reactive work orders and scheduled efficiently minimising travel time
- Ensure all PPMs are completed within the appropriate timescales
- Liaise with mobile engineers and contract manager to ensure efficient planning of work
- Escalate potential SLA failures in advance to optimise opportunity to avoid failure
- Administration tasks as required by the business
Qualifications & Experience
Essential -
- Previous experience of working on a helpdesk or similar fast paced environment
- Experience of working to strict SLAs & KPIs
- Previous experience of planning / scheduling for a mobile workforce desirable
- Excellent Customer Service Skills
- Good attention to detail including a high level of accuracy
- Experience of working in a fast-paced environment
- Experience with Microsoft packages
- Ability to prioritise effectively
- Strong communicator with good literacy and numeracy skills
- Excellent organisational and communication skills
- Strong administrative and analytical skills
The Person
- Ability to plan and priorities own workload to deadlines
- Ability to work under pressure and on your own initiative
- Demonstrate excellent customer service
- To be able to communicate at all levels
- Ability to use initiative whilst delivering a proactive Can-Do attitude
If you are interested in a new challenge, please apply immediately
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