We are seeking to recruit an experienced Helpdesk Co-ordinator/Administrator based in Stoke – Paying £9.13 per hour.
This is a contract role running to November 2021.
Working hours are Monday to Friday – 8.30am – 4.30pm
The Helpdesk Co-ordinator is expected to deliver excellent customer service, handling enquiries via phone, email and self-service channels.
Responsibility to respond to, plan and organise the full life cycle of all facilities management work from customer enquiry to job completion, utilising the CAFM system (Maximo). This will include planning and dispatching both Reactive and Planned Maintenance works to a number of engineers, sub-contractors and site managers across various locations, ensuring all are completed within contractually defined Service Level Agreements and providing administrative support where appropriate.
Provide a friendly and professional point of contact for customers for any queries or concerns.
Interpret and log work order requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs).
Liaise with wider team members to ensure the best resolution, consistent with the contract.
Completing all administration tasks that relate to the contact, including assigning contract colleagues and sub-contractors to work orders, purchasing and finance tasks
Liaise with relevant Contract staff and subcontractors in relation to all aspects of service requests and ensure that required information is returned in a timely manner.
Respond to queries, amend data and re-issue tasks as required.
Carry out monitoring of CAFM (Maximo) data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI's and SLA's
To support the planned maintenance programme by scheduling activities for engineers, sub-contractors and site managers.
To comply with company procedures to ensure that all risks relating to safety, health, environment and quality are effectively managed through the use of risk assessments, PPE, training and company procedures to ensure a safe working environment.
Qualifications or Required Experience:
• GCSEs at grade C or above or equivalent
• Relevant customer service experience
• Good written and verbal communication skills
• Self-motivated, professional and enthusiastic
• Positive team member but with the ability to work on own initiative
• Willingness to learn and embrace change
• Able to work in a fast-paced environment
• Able to use a range of IT software and packages
What to Do:-
If you are interested then please submit your details now.
Please note if you have not heard from us within 5 days, then your application has not been successful.
PRS is an equal opportunities employer.