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Helpdesk Administrator

Job Posted: 13 days ago

Salary: £ 27,000 - 28,000 / Annum
Job Type: Permanent
Location: M5, Salford, Greater Manchester

Expire in: 15 days

Job Description

Responsibilities:

  * Use CAFM system as a user on site including PPM records, reactives and reporting.

  * Answer calls/email for the business in a timely fashion

  * Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.

  * Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible apply RFT and close calls over phone without requirement for assignment

  * Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.

  * Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assistance from Contract Support.

  * Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.

  * Alongside Contract Support assist with the monthly customer report.

  * Provide comprehensive reports relating to all jobs raised through the CAFM system.

  * Analysis and comprehension of reports relating to CAFM system.

  * Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.

  * Logging hazards & customer feedback on the QHSE Management Portal

  * Perform any other duties or responsibilities as requested by the CM or Management Team.

  * Understand procedures and processes and operate them to the required standard.

  * Manage system as a key user on site including PPM records, reactive and reporting.

  * Ensure QHSE documentation is maintained and readily available using company systems.

  * Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA’s.

  * Monitoring calls received from the customer through to call completion and updating records.

  * Raise and assign work orders to relevant resources.

  * To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance with the contract scope and not outside of this.

  * Managing the supply chain and drive them to attend within required SLA’s.

  * Driving the engineering team to attend to all callouts within required SLA’s

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