Help Desk Operator
- Recruiter
- Confidential
- Location
- Peterborough
- Salary
- Competitive
- Posted
- 27 Jul 2021
- Closes
- 24 Aug 2021
- Sectors
- Surveying & Property
- Contract Type
- Permanent
- Hours
- Full Time
An opportunity has arisen for a Help Desk Operator to join our expanding contract based in Peterborough.
The hours of work are: 8am - 5pm (40 hours p/w).
Job Purpose:
To assist and manage all aspects of the Helpdesk systems required by the EMCOR contracts. This includes Planned Preventative Maintenance (PPM), Reactive Works, and Project Works in accordance with both client and EMCOR Facilities Services requirements. The requirement to communicate clearly with other personnel and departments and win the commitment of others to achieving high levels of operational performance.
Principal Accountabilities:
To receive and action direct telephone, email requests for service in accordance with the Help Desk procedures, answering calls in a professional and personable manner
To monitor and record the response of EFS Technicians to Help Desk requests and to ensure customer satisfaction with the service
To control the administration of Planned Maintenance system, in accordance with EFS standard procedures including the issuing and tracking of Planned Maintenance dockets
To monitor and record the response of EFS Technicians to Planned Maintenance dockets and to ensure follow up works are logged and completed
To control the administration of sub-contractors and suppliers in accordance with EFS standard procedures including the issuing and tracking of purchase orders and sub-contract instructions, operational outlook programmes/site visit documentation, and the induction of sub-contractor visitors to site
To ensure the operation of the out-of-hours telephone answering service ensuring messages are relayed and actioned in a timely manner
To receive and make welcome all visitors to the EFS site accommodation ensuring they are correctly hosted and not allowed to wander un-escorted in workshops or the clients site in general
The overall operational output and performance of the Help Desk facility
To compile and distribute data relating to utilities, maintenance work and operational costs
To carry out all reasonable tasks that may be requested from time to time by the client or EFS management
To uphold and promote the good name of EFS at all times Helpdesk Operator duties include (but are not limited too):
Responding to customer phone calls and emails in a timely manner and with utmost professionalism.
Booking meeting rooms.
Raising and scheduling work orders.
Monitoring helpdesk performance against KPI targets.
Strong admin and customer skills required.
Person Specification
Person Specification:
Proven experience within a similar role
Experience of Concept, Care manager, Planet is desirable
Experience of SLA's and KPI Monitoring
Good IT skills including MS Word, Excel, Power point and Project
Good level of interpersonal and customer relationship skills
Smart, presentable appearance
Benefits
Other Factors:
20 days annual leave
Pension schemes
Cycle scheme
Flexible Working policy where applicable and feasible
Employee benefit discounts including childcare vouchers
Personal Development opportunities: o ur appraisal process is designed to identify your training needs and the personal development goals needed to progress your career.
Creating Balance; our steering group promotes Diversity and Inclusion throughout our business.
Mental Health and Wellbeing; Mind is our EMCOR UK charity, and as such mental health and wellbeing is an important topic for us. To support this we have an Employee assistance programme available to you with free advice on dealing with personal problems such as; debt, legal issues, relationships, addictions and stress.
Charitable Giving and Community; w e offer two days off per annum for you to support your chosen charity.
Recognising Excellence ; o ur annual Employee Excellence Awards are designed to recognise and reward individuals or teams for their outstanding contribution and performance at work
The hours of work are: 8am - 5pm (40 hours p/w).
Job Purpose:
To assist and manage all aspects of the Helpdesk systems required by the EMCOR contracts. This includes Planned Preventative Maintenance (PPM), Reactive Works, and Project Works in accordance with both client and EMCOR Facilities Services requirements. The requirement to communicate clearly with other personnel and departments and win the commitment of others to achieving high levels of operational performance.
Principal Accountabilities:
To receive and action direct telephone, email requests for service in accordance with the Help Desk procedures, answering calls in a professional and personable manner
To monitor and record the response of EFS Technicians to Help Desk requests and to ensure customer satisfaction with the service
To control the administration of Planned Maintenance system, in accordance with EFS standard procedures including the issuing and tracking of Planned Maintenance dockets
To monitor and record the response of EFS Technicians to Planned Maintenance dockets and to ensure follow up works are logged and completed
To control the administration of sub-contractors and suppliers in accordance with EFS standard procedures including the issuing and tracking of purchase orders and sub-contract instructions, operational outlook programmes/site visit documentation, and the induction of sub-contractor visitors to site
To ensure the operation of the out-of-hours telephone answering service ensuring messages are relayed and actioned in a timely manner
To receive and make welcome all visitors to the EFS site accommodation ensuring they are correctly hosted and not allowed to wander un-escorted in workshops or the clients site in general
The overall operational output and performance of the Help Desk facility
To compile and distribute data relating to utilities, maintenance work and operational costs
To carry out all reasonable tasks that may be requested from time to time by the client or EFS management
To uphold and promote the good name of EFS at all times Helpdesk Operator duties include (but are not limited too):
Responding to customer phone calls and emails in a timely manner and with utmost professionalism.
Booking meeting rooms.
Raising and scheduling work orders.
Monitoring helpdesk performance against KPI targets.
Strong admin and customer skills required.
Person Specification
Person Specification:
Proven experience within a similar role
Experience of Concept, Care manager, Planet is desirable
Experience of SLA's and KPI Monitoring
Good IT skills including MS Word, Excel, Power point and Project
Good level of interpersonal and customer relationship skills
Smart, presentable appearance
Benefits
Other Factors:
20 days annual leave
Pension schemes
Cycle scheme
Flexible Working policy where applicable and feasible
Employee benefit discounts including childcare vouchers
Personal Development opportunities: o ur appraisal process is designed to identify your training needs and the personal development goals needed to progress your career.
Creating Balance; our steering group promotes Diversity and Inclusion throughout our business.
Mental Health and Wellbeing; Mind is our EMCOR UK charity, and as such mental health and wellbeing is an important topic for us. To support this we have an Employee assistance programme available to you with free advice on dealing with personal problems such as; debt, legal issues, relationships, addictions and stress.
Charitable Giving and Community; w e offer two days off per annum for you to support your chosen charity.
Recognising Excellence ; o ur annual Employee Excellence Awards are designed to recognise and reward individuals or teams for their outstanding contribution and performance at work