Job Title: Helpdesk Coordinator
Reporting To: Helpdesk & Compliance Manager
Salary: £30,000 per annum DOE
40 HPW
Job Overview:
The Helpdesk Coordinator is a key role contributing to the overall operations of the account.
Key Responsibilities:
Helpdesk Operations:
* Monitor the Facilities Helpdesk email inbox, promptly logging all incoming service requests or issues.
* Actively manage and track open jobs, ensuring timely updates are provided by engineers and subcontractors.
* Allocate tasks to engineers based on job requirements and urgency, maintaining effective workflows.
* Allocate planned preventative maintenance (PPM) tasks to engineers, ensuring timely and efficient completion.
* Coordinate remedial actions following site inspections or compliance audits.
* Follow up on outstanding jobs to ensure they are resolved within agreed service level agreements (SLAs).
Procurement and Financial Administration:
* Raise purchase orders (POs) for engineers and team members as required, ensuring procurement policies are followed.
* Ordering of parts or materials as required.
* Assist with preparing and submitting quotes to clients, ensuring accuracy and clarity.
* Process invoices and update spends trackers, maintaining alignment with financial budgets.
Compliance and Documentation:
* Scan and organise compliance documentation for both in-house staff and subcontractors, ensuring all records are accurate and up to date.
* Review compliance documentation for completeness, flagging any discrepancies or issues to the Technical Site Managers or Compliance Manager.
* Maintain training records for engineers, ensuring all certifications and qualifications are current and compliant.
Administrative Support:
* Log and reconcile monthly overtime records, ensuring approval from Line Manager or the Account Manager.
* Act as a central point of communication between team members, subcontractors, and clients, ensuring smooth operation of workflows.
* Generate regular reports on job statuses, compliance updates, and financial summaries as required.
* Any other reasonable requests
Required Skills and Experience:
* Previous experience in a similar role, ideally within facilities management.
* Strong organisational and time management skills with the ability to handle multiple priorities.
* Excellent communication and interpersonal skills, with the ability to collaborate effectively with a range of stakeholders.
* Proficiency in using Microsoft applications (eg. Word, Excel)
* Some knowledge of health and safety regulations.
* A detail-oriented approach with strong problem-solving skills and a proactive attitude towards improving processes.
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