Help Desk Administrator - Reading, United Kingdom - Recruitment Solutions
Description
Job description
Our client in Theale are looking for a Helpdesk Admin to join their team on a temp contract. To be the point of contact for a team of engineers and cleaners, and to liaise with our third-party suppliers be the point of contact between them and sites (including booking them in and confirming their schedules), to ensure individuals and third parties have efficient work plans
Duties/Responsibilities:
- Plan and schedule work schedules on a daily basis, scheduling engineers/cleaners and thirdparty contractors' providers to allow for time to alter and/or cancel jobs at short notice
- In line with SLA's and KPIs define forthcoming work programmes to include:
- Booking operatives on site following the access process
- Ensure engineers/cleaners and thirdparty contractors' jobs are completed on time and deliver the highest level of customer care
- Ensure engineers/cleaners and thirdparty contractors' have the correct information required to complete the job
- Effectively plan work programmes, efficiently routing their daily schedule to maximise their productivity
- Prioritise emergency works
- Gain and record actions and approvals for the plan by liaison with operational management
- Ensure that all outstanding work is monitored and reviewed, and that Supervisors and Managers are informed of progress on a regular basis. Any changes are to be fed into a revised plan and communicated
- Undertake processing and chasing up of work packages, through close liaison with Management and Supervisors
- Drive operational excellence across the portfolio and meet/exceed expectations on KPI and SLA performance
- Liaise with subcontractors and operatives to schedule appointments/repairs
- Answer engineers/cleaners and thirdparty contractors' queries promptly and respectfully
- Ensure relevant data is updated on a regular basis
- Communicate any concerns by escalating to supervisor/manager
- After training support the Service Desk function on an ad hoc relief basis
- Administrative duties as they relate to the Scheduling and Service Desk functions
- Ensure that any reported breakdowns and tasking requests are logged onto the client Asset Management System (AMS) and allocated a unique reference number.
- Maintain clear and effective lines of communication with facility staff and end user community.
- This shall include, but not be limited to, the communication of reference numbers, work progress reports and status updates.
- To provide administrative support to both operational and nonoperational areas of the business.
- To liaise with all areas of the business to ensure that our client receives excellent customer service.
- Undertake customer satisfaction questionnaires of completed works and record the feedback. Where the feedback is negative, forward to the appropriate Manager for further action.
- Any other reasonable requests by your line manager
- Hours: 7.30am 4.30pm. Monday to Friday
Job Types:
Full-time, Temporary contract
Salary:
£12.95 per hour
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Reading: reliably commute or plan to relocate before starting work (required)
Work Location:
One location
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