Helpdesk & Facilities Coordinator — SLA Focus

Guidant Global; Smethwick; On-site; GBP 17,000 - 22,000; Full time

Job summary

Guidant Global is recruiting a Helpdesk Operator to support the Sandwell and West Birmingham NHS Trust estate, including MMUH and associated campus properties. You will manage maintenance requests from log to completion, log data in the Maximo CAFM system and raise purchase orders using Coupa.

You will work across shift patterns on a rota, covering weekends and nights when required, with 37.5 hours per week and a strong focus on delivering SLAs and excellent customer service to internal and

Qualifications

• 5 GCSEs at Grade C or above/equivalent.
• Excellent interpersonal skills and telephone manner.
• Experience of data inputting, administration and telephone systems.
• Strong written and verbal communication skills.
• Strong IT skills, including Microsoft Office, Word and Excel.
• Excellent organisation and time-management skills.
• Ability to prioritise workload, meet deadlines and follow procedures.
• Ability to work independently and use own initiative.
• Ability to communicate effectively at all levels.
• Experience of working within an operational environment.
• Experience within a Facilities Management or Technical environment.
• Experience within a Healthcare environment.
• Knowledge of CAFM systems, particularly Maximo.
• Knowledge of finance/purchasing systems, particularly Coupa.

Responsibilities

• Receive and log customer requests and maintenance calls via telephone and email.
• Manage the full job flow, including allocation to engineers/subcontractors, scheduling, attendance chasing and job closure.
• Monitor open jobs and proactively chase updates to ensure SLA compliance.
• Prioritise and allocate jobs appropriately to minimise SLA failures.
• Accurately interpret and record work orders within the Maximo CAFM system.
• Understand and apply the appropriate SLA to each service request.
• Provide professional customer service to internal and external customers.
• Assist with generating purchase orders for Reactive/Quoted Works, Minor Works and PPM using Coupa.
• Liaise with Contract Managers and Supervisors regarding subcontractor/supplier invoicing queries.
• Process contractor labour.
• Support the preparation of accurate and timely reports.
• Escalate complaints and support activities to improve customer service.
• Ensure compliance with statutory, company and contract procedures.
• Promote customer feedback and surveys.
• Provide cover to the supervisory team during absences.
• Support the Operations Team and Senior Managers with projects as required.

Skills

Interpersonal skills

Telephone manner

Data entry

Written communication

IT skills

Time management

Organisation

Prioritisation

Independence

Cross-functional communication

Education

5 GCSEs (C or above)

Tools

Maximo CAFM

Coupa

Job description

Guidant Global is recruiting a Helpdesk Operator to support the Sandwell and West Birmingham NHS Trust estate, including MMUH and associated campus properties. You will manage maintenance requests from log to completion, log data in the Maximo CAFM system and raise purchase orders using Coupa.

You will work across shift patterns on a rota, covering weekends and nights when required, with 37.5 hours per week and a strong focus on delivering SLAs and excellent customer service to internal and