Helpdesk Agent / Service Coordinator

£16k - £18k pa
13 Jul 2017
20 Jul 2017
Helpdesk Agent / Service Coordinator X 3 - Stoke on Trent Description: we are recruiting for a 3 Helpdesk Agents / Service Coordinators for a permanent full time role working 40 hours per week. On offer is a competitive salary, and benefits package. Working Hours are: Monday - Friday 7am and 7pm -(on a rolling shift rota) Main Responsibilities: To respond to, plan and organise the full life cycle of all facilities management work from customer enquiry to job completion. You will be expected to deliver excellent customer service, interpreting and managing work orders through the Maximo system, planning and dispatching both Reactive and Planned Maintenance works to a number of engineers, sub-contractors and site managers across various locations, ensuring all are completed within contractually defined SLA's and providing administrative support where appropriate. General Overview: First point of contact for incoming telephone calls and service requests received by telephone, fax and e-mail. Interpret and log work order requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs). Understand, identify and apply the SLA for each service request and set expectation with customer. Sort and dispatch calls to engineer, sub-contractors and site managers based on the correct skills sets, geographical location and service delivery arrangements. Re-plan/assign as required to manage workload and priorities of response. Meet SLA targets and respond to customer demands. Plan daily work load for engineers using available systems. Prioritise urgent jobs and plan and dispatch operative/sub-contract support to meet urgent demand. Organise planned maintenance for engineers, sub-contractors and site managers Raise purchase requisition and/or purchase orders to the value not exceeding agreed limits. Ensure compliance with statutory and company procedures, across all functions. Collate accurate and punctual regular reports as required Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints. Analysis of job history/running reports to avoid duplication. Promote customer feedback and surveys. Ad hoc administration duties. Ad hoc site visits - familiarisation visits to the sites you are responsible for, meeting the team. To comply with company procedures to ensure that all risks relating to safety, health, environment and quality are effectively managed through the use of risk assessments, PPE, training and company procedures to ensure a safe working environment. Required Experience: 5 GCSEs at grade C or above or equivalent Relevant experience in similar role Helpdesk Agent / Service Coordinator X 3 - Stoke on Trent