Job description
We are looking for an experienced Facilities Scheduler/Senior Helpdesk Specialist to take on a role with our nationally recognised client - working on their clients contract based in Abingdon.The purpose of this position is to ensure the delivery of effective help desk and work scheduling services to the contract/team in compliance with the contract deliverables and KPIs.
Core role responsibilities will include:
- To ensure compliance/adherence to all relevant end to end processes
- To ensure processes are consistently reviewed to ensure operational excellence
- Proactively monitor KPIs and SLA performance so that any issues are resolved to avoid failure
- Proactively plan and schedule work so that all issues are fixed first time
- Ensure effective CAFM and EMMA management and use
- Service documents and certifications from Sub-Contractors gathered and logged on CAFM and subsequent reactives raised
- Implement and comply to all account reporting process
- Mitigation log and associated process to be managed for account
- Holiday log and associated process to be managed for account
- Chase Sub-Contractors for service completion sheets and ensure uploaded to CAFM
- To establish a consistently positive working relationship with your client and end users
- To ensure an effective feedback mechanism is in place to allow clients feedback to be monitored and actions logged and closed out
- To ensure all applicable processes are designed to ensure operational excellence; with waste reduced and value add increased.
- Ensure that you are proactively reporting near misses and/or accidents
- Ensure accidents and incidents are consistently kept at 0
- Ensure sufficient no. of SORs being logged and process complied with
- Comply with PPE mandate at all times
- Ensure RAM process is implemented and complied with
- To maintain proficiency on all relevant IT packages and systems
- To manage CAFM system and ensure asset data remains up to date at all times
- Ensure consistently efficient IT hardware and software in place across account
- Resolution of account IT issues
- To satisfy all contract deliverables
- To ensure KPIs and SLAs are passed so that the company does not incur financial penalties
- Effective implementation of authority to proceed process
- Effective implementation of the quoted works process
- Effective implementation of PO process on JDE
- Extensive experience in a helpdesk operations and work scheduling is essential
- Knowledge of FM processes is essential
- Extensive experience of CAFM management is essential
- Proficient in the use of all Microsoft IT packages including Visio is essential
- Process design experience is desirable
- Experience of contributing to Lean Change projects is desirable
- Technical engineering experience is desirable
- Excellent communication skills.
- Excellent leadership skills.
- Smart, presentable appearance.
- Use of own initiative, an effective and confident administrator.
- Personable, approachable and able to work as part of a multi-functional team.
- Good IT skills including MS software and knowledge of bespoke software packages with an interest in learning new technologies to improve efficiency and service.
- Working knowledge of CAFM systems and building operations, awareness of facilities disciplines to allow effective allocation of work order.
- High Level of understanding of customer service excellence and the ability to deliver quality service.