Pinnacle Group is looking for a motivated Helpdesk Administrator to be the first point of contact at the helpdesk and ensure the successful management of all jobs reported to the helpdesk. You will be joining our Total FM team based in an Exeter School. Your role will involve day-to-day responsibility for the helpdesk and administrative functions and allocating work orders to internal/external contractors. The Total FM team provides integrated asset management and maintenance services across the education, leisure, corporate, health, and living sectors to ensure facilities operate at their best. This is a full-time, on-site role with no remote working.
Key Responsibilities:
* Answering the helpdesk and dealing with general enquiries.
* Logging calls/tasks on the helpdesk database utilizing helpdesk software.
* Tracking job progress against rectification times and implementing escalation procedures.
* Reporting back to clients and contract staff on job progress and closing out, including requesting extensions where applicable.
* Taking ownership of the PPM/holiday schedule & Reactive Maintenance jobs, ensuring all tasks are completed in line with the allocated response times.
* Reporting and recording of sickness.
* Processing of overtime.
* Booking and monitoring of agency staff.
Key Criteria:
* Over 3 years Help Desk Facilities Management experience within a challenging environment is essential.
* Excellent written and oral communication skills.
* Strong motivational skills.
* Excellent people skills, diplomacy, and tact.
* Ability to liaise confidently and professionally at all levels.
* Working knowledge of public sector establishments.
Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work, and play. We're a people-first organisation with a value-driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.
This is a full-time temporary to permanent position. You will be working Monday - Friday 8 AM - 4 PM or 9 AM - 5 PM alternative weeks. As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development. We offer a wide range of benefits at Pinnacle Group, depending on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.
Benefits:
* Maternity/paternity packages
* Flexible working arrangements
* Life assurance
* Enhanced pension scheme
* Additional annual leave
* Private medical insurance
* Cycle to work scheme
* Employee assistance programme
* Retail discounts
* Childcare assistance
* Season ticket loans
* Sick pay schemes
* Personal development plans
* Company car/car allowance
* Electric vehicle scheme
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