Job Title – Helpdesk Administrator
Employment Type – Temp to perm
Hours – 40 hours per week Hybrid
Salary - £30,000 per annum
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.
Responsibilities
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Cover the helpdesk in the absence of Helpdesk Operative
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Vetting service requests received via CAFM system.
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Analysis of job history/running reports to avoid duplication.
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Ordering parts required for the job.
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Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand.
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Plan/Coordinate work for current and next day.
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Escalate any complaints or issues as required.
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Ensuing Reactive Work to Additional Work process is followed.
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Manage the completion process, reviews, audit fails and ensure all closures are sent to the client via the CAFM system.
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Collate and Submit SLA extension requests to the client.
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Adhere to all SLAs/KPIs set against your role and including call answering times, quality assurance, email response times if covering the Helpdesk.
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Utilising CAFM system - Obtain and Provide mitigation for breached Faults for previous 24 hours (ready for period end)
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Ensure compliance with statutory and company procedures across all functions.
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High attention to detail on all work submitted.
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Contribute to reducing levels of customer complaints.
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Undertake other duties as directed by management
Skills & Experience
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Exceptional organisational skills.
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Ability to handle conflicting workloads and to work under pressure.
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Strong communication skills in both telephone and correspondence/report handling
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An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always.
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Ability to develop effective relations with key stakeholders including management and customers.
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Ability to set and achieve targets via effective engagement with stakeholder groups.
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Experience in using CAFM system or asset management system.
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Rounded educational background and strong knowledge of Microsoft 365 systems
