LOCATIONS: 14 Pier Walk, North Greenwich, SE10 0ES
SHIFT PATTERN: Monday - Friday 08:00 - 17:00, 40 hours per week
SALARY: Competitive
ROLE OVERVIEW AND PURPOSE:
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.
KEY RESPONSIBILITIES:
Key duties and accountabilities include:
- 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.
REQUIRED SKILLS AND EXPERIENCE:
- Exceptional organisational skills.
- Ability to handle conflicting workloads and to work under pressure.
- Strong communication skills in both telephone and correspondence/report handling
- An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always.
- Ability to develop effective relations with key stakeholders including management and customers.
- Ability to set and achieve targets via effective engagement with stakeholder groups.
DESIRABLE:
- A previous customer service representative or frontline support role is desirable.
- Experience in using CAFM system or asset management system.
- Rounded educational background and strong knowledge of Microsoft 365 systems
