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Helpdesk Coordinator

Watford, England

Full time/ Permanent

JOB DESCRIPTION

PURPOSE OF THE JOB

This role oversees the day-to-day management of the Workplace Services Helpdesk, answering all emails and calls from the WPS team and Associates on site. Responding to job requests made, ensuring that tasks are responded to within the agreed timescale/SLA. Additionally, this role provides a comprehensive reporting service (via the Service Insight and MyVantage applications), ensuring that all data gathered from the operation of the account is reported in a useful and informative way.

MAIN DUTIES AND RESPONSIBILITIES

Record all reactive job requests within the Service Insight (SI) application, assigning them to an engineer or Service Provider who has the relevant skills required to close out the job.
Run reports for PPM and Reactive tasks that allow the Lead Engineer to plan and execute daily/weekly/monthly tasks.
Communicate to the Job Requester with timely updates on progress.
Provide excellent customer service, by managing client expectations and ensuring information is communicated between the team and customers.
Provide reports to and communicate with their Line manager regarding job status: Open/Overdue, due in the next 7 days. Report any statutory PPM's that are at risk of breaching SLA.
Arranging call-outs for urgent site attendance of Sub-Contractors and Purchasing of any parts required for site.
Assist Contract Support with obtaining quotes from relevant suppliers. Positively respond to both our internal and external customers through effective communication and personal accessibility. Understand and deliver customer needs while building effective relationships.
Be an ambassador of the Client values and behaviours. Ensure a professional image of Client is presented to clients and visitors and ensure excellence in customer service is delivered and promoted at all times.
Actively participate in a diverse and effective team - attend all team meetings and partake in discussions.
Ensure compliance with all Company mandatory training, policies and procedures, as well as client site policies, procedures and working arrangements, as required. To include the active participation in a safe working environment.
Ensure procedures and processes are understood and being operated to the required standard, including but not limited to the following:
Report, log, track and close hazards, ensuring that they have been rectified in the required timeframe
Manage the account training matrix, advising people when training needs to be booked and assisting where possible. Ensure that certificates are obtained and filed in the appropriate location on completion.
Assist in the preparation of the monthly Contract Review pack, the customer Monthly Report and the customer Quarterly Report. Actively seek updates from management and the onsite team to ensure the accurate reporting of information. Ensure that the reports are ready 3 working days in advance of the meeting taking place to allow appropriate time for review.
Complete regular building inspections to identify any hazards and defects and ensure these are being reported appropriately and rectified within a satisfactory timescale.
Ensure that the correct signage is being used on the most recent template, with appropriate language and professional appearance.
Learn, understand and deliver and specific contractual requirements that need to be met.
Achieve results within quality and time restraints to include both internal and customer KPIs.
Perform with an understanding of business requirements and changes, ensuring continuous improvement.
Convey messages and ideas clearly and openly. Involve people and influence decisions.
Carry out any reasonable request from management.

PERSON SPECIFICATION

Education

Essential:

A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.

Desirable:

Higher educational qualifications to 'A' level/HNC/D or degree would be beneficial or equivalent.

Training

Essential: Excellent PC based skills, with experience in Word/Excel/Powerpoint and Outlook - intermediate level.

Essential: CAFM systems.

Experience

Essential: Previous experience of a customer-facing role.

Desirable: Some experience with CMMS/CAFM systems.

Aptitudes

Must demonstrate a strong sense of customer focus.

Excellent verbal, and good basic standard of written communication skills.

Self-motivated and systematic.

Results/ task orientated, attention to detail and accuracy.

Excellent time management and organisational skills.

Commitment to continuous improvement.

Ability to work as part of a team, as well as independently.

Resourcing Group is acting as an Employment Agency in relation to this vacancy