An exciting role for a Helpdesk Administrator to join the contract team deliver helpdesk and compliance support to national engineering contract with Scottish Police Authority. The role will work within a dedicated contract helpdesk and will support customer call handling & interaction, liaising with sub-contractors, booking access to facilities for engineering / project activity, compliance documentation reviews, work order jeopardy management, reporting and data analytics associated to the contract.
Responsibilities will include both working on your own initiative and as part of a team in delivering helpdesk and administration support for a variety of services and teams
Main duties and responsibilities will include but are not limited to
Helpdesk
First point of contact for customer
Raising jobs for reactive and corrective action work orders
Closing off jobs for engineers where required
Raising purchase orders to sub-contractors for reactive works
Booking in reactive and PPMs with clients for sub-contractor
Assisting with system closures
Effective management of sub-contractors and obtaining updates
Working in conjunction with Regional Management and Coordinators to ensure seamless management of contract
Acting as key point of contact sub-contractors
Assisting in keeping work in progress levels on contracts to a minimum by ensuring timely completion of jobs.
Managing chases, complaints, and escalations
Any other duties as requested by manager
Providing contract information monthly to Operations Manager/Account Managers/Building Service Managers/Helpdesk Supervisor for contract reports
Admin Support
Updating and recording of statutory compliance documentation for all contracted buildings
Reviewing and approving supplier invoices for subcontracted works and querying costs where required
Maintaining register of engineer overtime and holidays
Maintaining databases of supplier contacts, escalations, customer complaints and KPI failure mitigation where required
Experience and Qualifications
Strong Customer service skills
Proven Helpdesk experience
Experience working with CAFM system
Strong knowledge of Microsoft Office packages
Knowledge and understanding of property related issues
Experience of working to deadlines and effective time management
FM experience desirable
Personal Attributes
Candidates must demonstrate the following:
Assertive
Numerate
Strong planning and organisational skills
Flexible
Team worker
Exceptional telephone manner
Hours and Environment
Working hours are from 8:00am – 4:30pm Monday to Friday however the role will form part of a flexible team rota to cover contract operating hours between 7am and 6pm.
Benefits:
Competitive salary
33 days holiday
Company pension
Employee Referral Scheme
Learning and development opportunities
Supportive working culture and future progression opportunities.
Mobile, legal, bicycle, breakdown, and retail discounts
Eye test and glasses reimbursement
Cycle 2 work scheme
If you are interested in this vacancy, please apply with your CV or call Jak Walsh on 01223 827 339
