Help Desk Co-ordinator London - EMCOR UK

EMCOR UK

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Duties/Responsibilities:

We are currently recruiting for a Helpdesk Coordinator to join our team in London working Monday - Friday 40 hours per week 08:00AM - 17:00PM.

Duties:

Provide a first line contact for internal and external customers/contractors.
Respond effectively to all telephone queries and complaints, using effective listening, questioning and problemsolving skills.
To manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged.
Life safe systems and statutory inspections completed as per the legal compliance and SLA/KPI required times
When an engineer is scheduled to a job ensure the attendance info is communicated to the customer and engineer.
Changing status on open jobs, chasing subcontractor for both delivery dates for parts and service completion sheets and updating customers as required.
Process and job on the in house finance system (JDE) to enable invoicing
Liaising with Clients to escalate out of line incidents.
Ensuring EMCOR meet the contractual KPI's and SLA's.
Raise Purchase Orders as and when required.
Administer PPM's and Reactive control to Service Engineers through in House System and are carried out within one month of the allocated date
Coordinate faults, schedule to engineers, communicate with customers.
Implement new Service Contracts including setting up contracts on the central database, assisting implantation of PPM control and delivering information to key personnel.
To undertake review of internal purchasing requisitions to ensure best practice use of Suppliers and Subcontractors were required for PPM and Reactive Calls.
Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action.
Any other duties as requested by the Management Team and or Team leader within reason to suit the changing needs of the business.

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Service monitoring:

Assist the Team Leader to monitor service standards
Monitor the active jobs logged on with the helpdesk, to include the CAFM system, Horizon and the EMMA Application.
Recommend to the Team Leader improvements that could be made to the help desk service delivery
Review and make recommendations to maintain building integrity, maintaining accurate records as required.
Liaise with MSP to follow through on approved work.
Liaise with senior management to ensure contracts remain compliant.
Assist in the compliance of existing Health and Safety policy, safe working practices, liaising closely with the, Health & Safety Manger.
Attend regular management meetings with inhouse suppliers and note follow up actions as required

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Administration working to help desk standard procedures:

Operate and maintain an effective filing system for the department.
Produce reports for all MSP performance
Manage and maintain the 'control of contractor' register, to include liaising with the technical and production department along with external provider.
Manage and maintain stationary supplies for the Facilities Department, whilst overseeing the stationary contractor.
Obtain monthly reports from various suppliers outlining the service used or provided.
Follow up on instructions to raise capital expenditure.
Follow through any changes to the disaster recovery plan.

Key deliverables

Effective help desk service, follow up on requests and customer handling
Effective MSP monitoring and follow up with suppliers to ensure standards are met
Effective administrative support to the help desk and record keeping
Effective teamwork, flow of information and multiskilling to provide cover across team

Person Specification:

Skills:

Essential Knowledge, Skills and Experience help desk service coordination
Sufficient experience of providing a facilities or maintenance service in a busy organisation
Some experience of working with contractors and suppliers and monitoring of service standards
Understanding of compliance requirements and working with service level agreements
Proven experience of delivering excellent customer care and service in a large organisation
Experience of complaints handling and follow up procedures
Enthusiasm and commitment to learn about and get involved in the department's activities Administration
Relevant experience of working in a comparable administrative office based role
Ability to prioritise workload, to work under pressure with a high level of organisational proficiency and initiative
Strong computer skills with competency in Microsoft Office and database packages; experience of accurate data entry
Good attention to detail and ability to follow department procedures
Good numeracy skills, ability to process invoices accurately and efficiently Communication Skills
The ability to deal tactfully, calmly and effectively with a wide range of people from within and outside the organisation
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