Reporting directly to the Workflow Supervisor and Performance Manager and working closely with the Site Team and the Technical team, your main responsibilities and duties will be:
First point of contact for incoming telephone calls and service requests.
Logging work order requests and inputting details into a CAFM system.
Delivery of updates and tracking requests through to job completion in line with Service Level Agreements (SLAs).
Understand, identify and apply the SLA for each service request.
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 and reassign work as required to manage workload and priorities.
Meet SLA targets and respond to customer demands.
Plan daily workload for engineers using available systems.
Prioritise urgent jobs and plan and dispatch operative/sub-contract support to meet demand.
Organise planned maintenance for engineers, sub-contractors and site managers.
Raise purchase requisition and/or purchase orders.
Ensure compliance with statutory and company procedures, across all functions.
Collate accurate and punctual reports as required
Analysis of job history/running reports to avoid duplication.
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.
Escalate any complaints as required and support continuous improvement to reduce levels of customer complaints.
Work in collaboration with the team on site.
Promote customer feedback and surveys.
Candidates wishing to apply to the role should have:
- Previously worked in a similar service desk role
- A good understanding of facilities management
- The ability to start immediately
- CAFM knowledge
Helpdesk Administrator position with a leading facilities management organisation
8:00-17:00 working hours
DBS is needed for the role
A permanent Facilities Service Desk Administrator role in Blackburn.