Helpdesk/Contract Support

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