Helpdesk Operative Temporary

Responsibilities:

– Prioritising urgent jobs that are logged by the Client

– Dispatching jobs to engineer’s PDA

– Booking in Reactive, Corrective and Planned Maintenance works with subcontractors and ensuring we have RAMS certificates prior to attendance

– Chasing engineers and subcontractors to ensure work orders are completed within the SLA

– Raising purchase orders via Coupa for subcontractors

– Generating Planned Preventative Maintenance work orders on CAFM system (Planon Universe).

– Monitoring dashboards on CAFM system to ensure we are adhering to all SLA’s

– Managing engineers’ diaries for all works

– Running reports on CAFM systems

– Managing daily jeopardy reports to avoid KPI deductions

– Escalate any concerns to Management Team.

– Monitor client portal to ensure jobs are dispatched efficiently

– Monitor and rectify all overlapping labour in CAFM system

– Logging service requests by telephone, fax and email.

– Monitor shared inbox to ensure we are meeting contract expectations in dispatching jobs efficiently

– Monitoring social media accounts for contract

– Ensure compliance with statutory and company procedures, across all functions.

– Understand, identify and apply the Service Level Agreement (SLA) for each service request and set expectation with customer.

– Contribute to reducing levels of customer complaints.

– Analysis of job history/running reports to avoid duplication.