Job title: Helpdesk Coordinator
Location: Wyvern House The Drumber Winsford CW7 1AU
Length: 6 months initial contract to extend until 31st March 2025
Work hour: Start time of the shift flexible between 07:00 & 09:00, end time of the shift flexible between 15:00 & 17:00
Pay Rate: £13.25/hour PAYE
Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services is currently seeking a Helpdesk Admin on behalf of a well established Facilities Management company.
You will play an instrumental role in the operation, financial performance and reporting of the PPM contract. Some of the other duties will include but are not limited to:
- Respond to service requests from customers utilising the CAFM systems and service channel, take responsibility and manage the request end to end.
- Achieve key performance indicators and service level agreement targets for each service request and set expectation with customer.
- Categorising and resourcing correct labour resource according to geographical needs / areas
- Provide weekly reports on tasks logged, completed and outstanding.
- Monitoring and supporting a daily review of Out of Hours Calls and action as required, to include status of request, raising sub-contractor call outs and ensuring purchase orders are issued where appropriate.
- Undertake a daily jeopardy reviews of potential KPI failures to ensure all tasks are identified, and implement / request mitigations and variations.
- Support in provision of monthly contract applications including providing job packs to client for open book reporting.
- Assist in keeping WIP levels on contracts to a minimum by ensuring timely completion of jobs.
- Provide exemplary customer service to all stakeholders, internal and external, by actively responding to queries, selecting the best solution to request / query and following up to ensure resolution, and etc
Requirements for this position:
- Excellent verbal and written communication skills, with a proven experience of managing complex relationships.
- Good understanding and experience of CAFM and finance management systems
- Able to work on own initiative within a team environment.
- Attention to detail.
- Integrity and professionalism.
- Able to demonstrate working knowledge of Word, Excel, PowerPoint and Outlook.