Facilities Helpdesk Administrator

We are seeking a Helpdesk Administrator to work for a facilities management company looking after commercial property building issues. The main purposes of the Helpdesk Administrators role is to provide administrative support to the delivery of an excellent quality service of Reactive calls and PPM tasks which includes.

• To communicate and administratively support mobile engineers and specialist suppliers regarding incoming helpdesk calls to ensure that the works are responded, dispatched and successfully achieved in accordance with all customer SLA's.

• To administratively support the reactive management team, mobile engineers and specialist suppliers in the delivery of the customer helpdesk service providing customer up-date on work status.

• To deliver excellent internal communication ensuring that the Helpdesk element of delivery is reported to other internal stakeholder I.e. Finance and PPM Admin ensuring the financial efficiency of the services is maintained.

• To contribute to the continuous development of the Helpdesk function, seeking greater efficiencies wherever and whenever possible.

• To provide a flexible administrative support within the Southend office and to undertake other administrative duties when called upon.

Responsibilities & Duties:

• To liaise with customers, to co-ordinate call-out visits, to arrange site access for company representatives attending the customers site.

• To liaise with the Reactive team and Health & Safety representatives to ensure that up to date Risk Assessments and Method Statements are provided when called upon.

• To maintain and up-date a central Reactive supplier listing along with insurance detail, risk assessments, accreditations, day work rates and main contact details.

• To liaise with the reactive management team and customers and retain an MPS central callout log which is up-dated with full detail in respect of the issued Helpdesk & Financial processes for the helpdesk operation.

• To internally communicate individual task status and billing status, to provide prompt alert to the reactive management team in respect of problematic task completion and obstructions.

• To monitor and report upon reactive work-in-progress value and provide prompt alert to the reactive management team in respect of billing obstruction.

• To review all engineer and specialist supplier "service / call-out report sheets", checking completion and close-out of the call out visit and report to customers the same and up-dating records.

• Supporting Engineers with procurement of spares and materials associated with a call-out task. • Ensuring service report sheets filing and storage for easy recovery for client inspection or internal audit.

• Ensuring that any remedial tasks are reported are clearly communicated to the supply chain.

• To liaise closely with the central office Finance ensuring that call-out billing is presented and communicated in accordance with Financial procedure.

Personal Aptitude and Skills required:

• Good knowledge and awareness of Microsoft and operating systems.

• An excellent communicator both written and verbally with excellent client facing skills in respect of polite tone, manners and empathy with the customer requirement for support.

• To be co-operative in respect of contributing the required level of administrative support to deliver the correct quality standard and delivered in a timely fashion.

• Self Motivated, hard working with a positive mind-set and attitude.

• A good standard of time keeping is essential.

• Being politically astute client facing