Helpdesk​/Contract Support

Location: Pinner

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