Helpdesk Operator - London, United Kingdom - Pinnacle Group

Pinnacle Group

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Helpdesk Operator (2767)
:

Overview:

Ref:

2767

Salary:

£ £12.21/hour

Location:

United Kingdom
England
Greater London
London

Contract Type:

Permanent

Posted:

11 July 2023

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure - including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks - as well as a range of complementary employment and wellbeing outcomes.

Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our FM business delivers Facilities Management to homes, public and private sector bodies including Registered Providers, schools, universities and blue light statutory authorities.

We pride ourselves on placing people at the centre of what we do, while maintaining our values of high quality and excellent customer care.

The Role - Helpdesk Operator

The Helpdesk Operator will be responsible for taking and logging calls to the Help Desk, managing the input of data and generally assisting the Helpdesk Administrator in the administration of the contract.

Also, to ensure excellent client and customer relations. To prepare monthly reports and manage QFM.

Duties/Key Responsibilities

Help Desk duties, including answering the phone, logging calls, reporting to site teams & ensuring jobs are closed within the KPI's.
Assisting reports are correct and produced on time in line with the Contract.
Managing the calendar for client reports due with assistance of Contracts Manager and Helpdesk Administrator.
To answer general correspondence and to produce documentation, i.e. letters, policies, schemes of work etc. using appropriate available technology.
To ensure the Helpdesk mailbox is managed and all jobs are logged accurately onto CAFM System.
To produce a database of standard procedures and letter files to ensure school wide consistency.
To ensure an effective file management system on the shared drive including all documentation to ensure all electronic files are up to date.
To liaise with external agencies where appropriate.
To ensure all PPM and remedial works are logged onto CAFM System
Third Party Letting Reconciliation
Dealing with general enquiries and complaints from school staff, stakeholders etc.
Logging and liaising with third party requests for booking school facilities.
In conjunction with the Helpdesk Administrator, to produce performance monitoring data from the Help Desk.
Keeping an uptodate shared office calendar, including arranging meetings, hospitality, and events.
Producing reports
Producing monitoring data
Typing up systems, procedures, minutes and other documentation
Implementation and monitoring of Audit procedures
Any other ad hoc duties as defined by the Contract Manager or Helpdesk Operator