Helpdesk Administrator

Invictus Group; Bracknell; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading facilities management company in Bracknell is seeking a professional responsible for using the CAFM system, managing reactive requests, and ensuring quality service. The ideal candidate will liaise with engineers and management to maintain client expectations. Strong communication and organizational skills are necessary. This role involves working closely with subcontractors and providing performance feedback. Candidates are expected to drive teams to meet required service levels and maintain necessary documentation.

Responsibilities

• Use CAFM system for PPM records, reactives, and reporting.
• Manage reactive requests and communication between teams.
• Liaise with management to ensure service quality.

Job description

Responsibilities

• Use CAFM system as a user on site including PPM records, reactives and reporting.
• Answer calls/email for the business in a timely fashion
• Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.
• Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible apply RFT and close calls over phone without requirement for assignment
• Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.
• Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assistance from Contract Support.
• Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.
• Alongside Contract Support assist with the monthly customer report.
• Provide comprehensive reports relating to all jobs raised through the CAFM system.
• Analysis and comprehension of reports relating to CAFM system.
• Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.
• Logging hazards & customer feedback on the QHSE Management Portal
• Perform any other duties or responsibilities as requested by the CM or Management Team.
• Understand procedures and processes and operate them to the required standard.
• Manage system as a key user on site including PPM records, reactive and reporting.
• Ensure QHSE documentation is maintained and readily available using company systems.
• Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA's.
• Monitoring calls received from the customer through to call completion and updating records.
• Raise and assign work orders to relevant resources.
• To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance with the contract scope and not outside of this.
• Managing the supply chain and drive them to attend within required SLA's.
• Driving the engineering team to attend to all callouts within required SLA's