The Helpdesk Administrator works alongside M&E Helpdesk and Helpdesk Coordinator to form part of the team responsible for the receiving, allocating and the progression of reactive emergency maintenance faults.
Requirements
- Cover the helpdesk in the absence of Helpdesk Operative
- Vetting service requests received via CAFM system
- Analysis of job history/running reports to avoid duplication
- Ordering parts required for the job
- Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand
- Plan/Coordinate work for current and next day
- Escalate any complaints or issues as required
- Ensuing Reactive Work to Additional Work process is followed
- Manage the completion process, reviews, audit fails and ensure all closures are sent to the client via the CAFM system
- Collate and Submit SLA extension requests to the client
- Adhere to all SLAs/KPIs set against your role and including call answering times, quality assurance, email response times if covering the Helpdesk
- Utilising CAFM system - Obtain and Provide mitigation for breached Faults for previous 24 hours (ready for period end)
- Ensure compliance with statutory and company procedures across all functions
- To take reasonable care for the health and safety of him/herself and others who may be affected by their acts and omissions and to co-operate with his/her employer so far as is necessary to enable them to carry out their statutory duty
- High attention to detail on all work submitted
- Contribute to reducing levels of customer complaints
- Undertake other duties as directed by management
Benefits
- 24/7 GP
- Mental Health support and Life Event Counseling
- Get Fit Programme
- Financial and legal support
- Cycle to work scheme
- Access Perks at Work
- Perks: discounts, gift cards, cashback, and exclusive offers
- Life: Search for resources and tools on topics ranging from family and life to health, money and work
- Support: Online chat or telephone service for urgent support in a crisis