Helpdesk Administrator - London, United Kingdom - Adecco UK

Adecco UK
Adecco UK
Verified Company
London, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Helpdesk Administrator
£17.39 per hour PAYE

Working from home - certain occasions there will be a requirement to attend the office - Wandsworth

3 months - possible extension

Monday to Friday - This will be on a rota of shifts. Shift 1 = 8.00am to 4.00pm and Shift 2 = 9.30am to 5.30pm


Job Purpose


Provide high quality customer service and maintain high levels of customer satisfaction by owning, prioritising, allocating and processing the request for FM support from receipt to completion.


Providing the customer with a Task Reference and regular progress updates until the request / Task has been satisfactorily completed and closed.

Update the CAFM system to show Task progress and closure.

  • Working closely with FM Helpdesk and FM Team(s) to monitor FM service delivery performance and ensure high standards of quality, customer service and customer satisfaction
  • Allocate each request with a CAFM HD Task reference and advise the Customer of the unique reference.
  • Understand the requirements of each task and allocate to directly employed FM staff and/or integrated FM contractors / supply chain partners.
  • Monitor and manage progress of each Task against KPI's including but not limited to Time To Respond (TTR) and Time To Complete (TTC).
  • Regularly update Customer on Task progress and completion.
  • Assist in preparation of management information and forecasting of FM operational (opex) and capital programme (capex) expenditure against budget.
  • Ensure that HD Tasks in the CAFM system are accurately updated in realtime.
  • Where Response and/or Completion times are below KPI standard(s) escalate to appropriate FM Management.
  • Provide regular management information reporting to FM Performance Manager.
  • Ensure that all holiday and sickness absence is covered by suitably trained and competent staff.
  • Regularly monitor and measure Customer satisfaction levels by conducting pulse surveys of Customers who have used the FM Helpdesk function.
  • Support general FM administration duties as and when required
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

To speak to a recruitment expert please contact Rebecca Evans
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