Service Operator - Helpdesk

Overview

At GRAHAM, we’re not just one of the UK’s leading Total FM providers – we’re also a trusted partner, committed to enhancing the experience and making the lives of our clients’ easier. We are seeking a Service Operator to join us to help us create a hassle free environment for our clients and engineers.

Location: Leeds

Hours Per Week: Monday - Friday, 40 Hours

Job Type: Permanent / Full Time

• Logging calls/jobs on the Control Hub database using service software (IFS). Calls/jobs may be received by telephone, facsimile, email or in person.
• Allocating works orders to directly employed maintenance team and/or supply chain.
• Tracking job progress against pre‑determined KPI’s including maximum allowable response and rectification times and implementing escalation procedures.
• Reporting back to clients and contract staff on job progress and completion – produce reports.
• Uploading and amending asset information as held in the Control Hub database.
• Operating paper based systems as necessary to compliment the operating software including back‑up systems.
• General administration duties as and when required.
• Providing cover on various sites throughout NI & GB as and when required.
• Any other duties required to ensure an effective and efficient helpdesk service is delivered in accordance with GRAHAM ISO management systems and Quality Control procedures.

• Demonstrate a minimum of 1 year previous experience in a similar service role.
• Previous experience in a busy office environment.
• Competent IT skills to include Microsoft Outlook and Excel.

• Experience in service systems software.
• Previous experience in facilities management industry.

Please note that applicants will not be expected to meet any (or all) of the desirable criteria to be considered for interview. Desirable criteria will only be used as part of the shortlisting process in the event there are a large number of applicants. We are committed to developing a diverse and inclusive workforce and particularly welcome applications from females and individuals from a minority ethnic background who are currently underrepresented in our industry.

A basic disclosure may be requested if security clearance is required by 3rd party clients and a criminal record will not necessarily be a bar to obtaining a position. Our Access NI/Vetting and Barring Scheme Policy and Policy on the Recruitment of Ex-Offenders is available upon request. Access NI Privacy Notice can be viewed at:
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