Overview
:
We are currently recruiting for a Help-desk Coordinator to join our client’s Fire & Security business in Urmston Manchester. The successful candidate will allocate and co-ordination of reactive, planned and service installation works between Clients and Engineering staff.
Key Responsibilities:
1. Call Handling
2. Allocation of jobs to Field Technicians and subcontractors
3. Review of electronic time sheets for Field Technicians
4. Pending call reporting and escalation
5. Co-ordination of Field Technician revisits
6. Co-ordinating and distribution of maintenance visits
7. Issuing of pre-planned maintenance scheduled to Clients / Service Managers
8. SLA/KPI reports for specific clients
9. Managing of all admin tasks i.e. spreadsheets for various contracts.
10. Planning all maintenance visits
11. Ensuring all SLA/KPIs are met within target dates
12. SMS Health Checks completed monthly
13. On-call administration and updates
14. Arranging reactive and pre-planned maintenance appointments direct with end user
15. Client portal updating
16. Set-up and amendments to maintenance contracts
17. Manage and reduce all WAIT info.
18. Achieve monthly maintenance KPI’s
19. Training on aspects of Belfast Operations
20. Compiling management reports for site-based Service Managers
21. Liaise with Service / Operations Managers re KPI performance
22. Creation of job packs issuing to Service / Operations Managers
Skills & Experience:
Essential
23. Administration Experience (preferably within a help-desk type environment)
24. Computer Literacy Skills
25. Adaptable and flexible in approach to work required
26. Excellent Interpersonal Skills
27. Reliable
28. Sound Knowledge of Excel