Helpdesk Administrator
- Recruiter
- Emcor UK
- Location
- Eastleigh
- Salary
- 20000.00 GBP Annual
- Posted
- 23 Jan 2017
- Closes
- 30 Jan 2017
- Sectors
- Customer Service & Call Centre, Helpdesk
- Contract Type
- Permanent
- Hours
- Full Time
Helpdesk Administrator
Salary: GBP20,000
Working hours: 8.00am - 17.00am
Benefits: 25 days annual leave & Auto enrol pension
Job Description
We are currently recruiting for a Helpdesk Administrator to be based in our Eastleigh office on our Siemens contract.
Principle Accountabilities:
*To manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged.
*Coordinate faults, schedule to engineers, communicate with customers.
*Life safe systems and statutory inspections completed as per the legal compliance and SLA/KPI required times
*When an engineer is scheduled to a job ensure the attendance info is communicated to the customer and engineer.
*Ensure that job packs within your area are complete and ready for billing. Job packs must include PO/ Quote/ CVI/SMR/ email communications.
*Changing status on open jobs, chasing subcontractor for both delivery dates for parts and service completion sheets and updating customers as required.
*Ensure that Job statuses are changed from waiting to be scheduled to scheduled.
*Process and job on the in house finance systemto enable invoicing
*Support and work with the scheduling team
*Liaising with Clients to escalate out of line incidents.
*Ensuring EMCOR meet the contractual KPI's and SLA's.
*Raise Purchase Orders as and when required.
*Administer PPM's and Reactive control to Service Engineers through in House System and tablets are carried out within one month of the allocated date
*Monitor EMCOR email system and respond accordingly to queries and client requests.
*Coordinate faults, schedule to engineers, communicate with customers.
*Implement new Service Contracts including setting up contracts on the central database, assisting implantation of PPM control and delivering information to key personnel.
*To undertake review of internal purchasing requisitions to ensure best practice use of Suppliers and Subcontractors were required for PPM and Reactive Calls.
*Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action.
*To liaise with customers and escalate out of line incidents.
*Ensure EMCOR meet the contractual KPI's and SLA's
*Attend Client Meeting and produce an action log if requested.
*Any other duties as requested by the Management Team and or Team leader within reason to suit the changing needs of the business
Qualifications and Experience:
*5 pass grades at GCSE or equivalent.
*Excellent telephone manner.
*Excellent communication skills.
*Experience of working in a call centre / help desk is essential.
*Good IT skills including Word, Excel and PowerPoint.
*Able to work under pressure and to defined deadlines.
*Able to work as part of a larger team and independently.
*Good time keeper.
*Prior Customer Service or Industry Experience Required.
Other factors:
*Organised.
*Reliable.
*Smart, presentable appearance.
*Personable and approachable.
*Flexible and adaptable.
*Trustworthy.
*A team player with the ability to work from their own initiative.
*Willingness to learn new skills and embrace procedures.
Salary: GBP20,000
Working hours: 8.00am - 17.00am
Benefits: 25 days annual leave & Auto enrol pension
Job Description
We are currently recruiting for a Helpdesk Administrator to be based in our Eastleigh office on our Siemens contract.
Principle Accountabilities:
*To manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged.
*Coordinate faults, schedule to engineers, communicate with customers.
*Life safe systems and statutory inspections completed as per the legal compliance and SLA/KPI required times
*When an engineer is scheduled to a job ensure the attendance info is communicated to the customer and engineer.
*Ensure that job packs within your area are complete and ready for billing. Job packs must include PO/ Quote/ CVI/SMR/ email communications.
*Changing status on open jobs, chasing subcontractor for both delivery dates for parts and service completion sheets and updating customers as required.
*Ensure that Job statuses are changed from waiting to be scheduled to scheduled.
*Process and job on the in house finance systemto enable invoicing
*Support and work with the scheduling team
*Liaising with Clients to escalate out of line incidents.
*Ensuring EMCOR meet the contractual KPI's and SLA's.
*Raise Purchase Orders as and when required.
*Administer PPM's and Reactive control to Service Engineers through in House System and tablets are carried out within one month of the allocated date
*Monitor EMCOR email system and respond accordingly to queries and client requests.
*Coordinate faults, schedule to engineers, communicate with customers.
*Implement new Service Contracts including setting up contracts on the central database, assisting implantation of PPM control and delivering information to key personnel.
*To undertake review of internal purchasing requisitions to ensure best practice use of Suppliers and Subcontractors were required for PPM and Reactive Calls.
*Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action.
*To liaise with customers and escalate out of line incidents.
*Ensure EMCOR meet the contractual KPI's and SLA's
*Attend Client Meeting and produce an action log if requested.
*Any other duties as requested by the Management Team and or Team leader within reason to suit the changing needs of the business
Qualifications and Experience:
*5 pass grades at GCSE or equivalent.
*Excellent telephone manner.
*Excellent communication skills.
*Experience of working in a call centre / help desk is essential.
*Good IT skills including Word, Excel and PowerPoint.
*Able to work under pressure and to defined deadlines.
*Able to work as part of a larger team and independently.
*Good time keeper.
*Prior Customer Service or Industry Experience Required.
Other factors:
*Organised.
*Reliable.
*Smart, presentable appearance.
*Personable and approachable.
*Flexible and adaptable.
*Trustworthy.
*A team player with the ability to work from their own initiative.
*Willingness to learn new skills and embrace procedures.