An exciting position has become available for an immediately available Helpdesk Administrator, working for a leading service provider at a busy site in Reading.
Shift Pattern: 8.00-17.00
Being first point of contact for incoming telephone calls and service requests.
Logging work order requests and inputting details into a CAFM system (around 60-100 per day).
Delivery of updates and tracking requests through to job completion, in line with Service Level Agreements (SLAs).
Understanding, identifying and applying the SLA for each service request.
Sorting and dispatching calls to engineers, sub-contractors and site managers based on the correct skills sets, geographical location and service delivery arrangements.
Re-plan and reassign work as required to manage workload and priorities.
Meet SLA targets and respond to customer demands.
Plan daily workload for engineers using available systems.
Prioritise urgent jobs and plan and dispatch operative/sub-contract support to meet demand.
Organise planned maintenance for engineers, sub-contractors and site managers.
Raise purchase requisitions and/or purchase orders.
Ensure compliance with statutory and company procedures, across all functions.
Collate accurate and punctual reports as required.
Analysis of job history/running reports to avoid duplication.
Ad hoc administration duties.
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.
Escalate any complaints as required and support continuous improvement to reduce levels of customer complaints.
Work in collaboration with the team on site.
Micad software experience desired
Ability to multi task in high pressured environment
Excellent organisational skills
Good general IT skills (Microsoft Excel/Word/Outlook)
Previous experience working in an Helpdesk/Customer Service role
Excellent customer service skills
Keen to learn and develop self
Able to prioritise and manage own workload
Good at problem solving, Logical
Previous scheduling/helpdesk experience essential
For further information or to discuss your application please contact Orla at the The InVictus Group on ……