Helpdesk Coordinator

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 :

• Call Handling
• Allocation of jobs to Field Technicians and subcontractors
• Review of electronic time sheets for Field Technicians
• Pending call reporting and escalation
• Co-ordination of Field Technician revisits
• Co-ordinating and distribution of maintenance visits
• Issuing of pre-planned maintenance scheduled to Clients / Service Managers
• SLA / KPI reports for specific clients
• Managing of all admin tasks i.e. spreadsheets for various contracts.
• Planning all maintenance visits
• Ensuring all SLA / KPIs are met within target dates
• SMS Health Checks completed monthly
• On-call administration and updates
• Arranging reactive and pre-planned maintenance appointments direct with end user
• Client portal updating
• Set-up and amendments to maintenance contracts
• Manage and reduce all WAIT info.
• Achieve monthly maintenance KPI’s
• Training on aspects of Belfast Operations
• Compiling management reports for site-based Service Managers
• Liaise with Service / Operations Managers re KPI performance
• Creation of job packs issuing to Service / Operations Managers

Skills & Experience :

Essential