Contract Support/Helpdesk Administrator

Responsibilities

• Providing support to the client and answer calls and emails in a professional and timely manner

• Determine the nature, priority of faults based on information provided by the client.

• Liaise closely with site teams and head office, ensuring accurate processing of quotations and purchase orders.

• 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.

• 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.

• Raise and assign work orders to relevant resources.

• Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations.

• Monitoring calls received from the customer through to call completion and updating records.

• Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA’s.

• Ensure QHSE documentation is maintained and readily available using company systems.

• Manage system as a key user on site including PPM records, reactive and reporting.

• Promote and maintain company culture throughout the team.

• Maintain people records such as new starters, leavers, general staff changes, contact details, etc.

• Effective communication with all levels of internal teams and external customers

• Familiar with daily operations and the specific scope of the contract

• Undertake any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager

• Very proficient in the use of Outlook, Word, Excel, Access, and PowerPoint. Excel skills to include basic functions, v-lookups, etc.

• Experience of using Dynamics, Concept, Maximo.

• Experience of a similar customer facing role in a medium-sized business.

• Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities.

• Excellent command of the English language demonstrated through good verbal and written communication.

• Must be detail conscious, accurate and methodical in approach.

• Strong organizational and communication skills

• Able to work systematically and use own initiative.

• Able to work on more than one task at any given time.

• Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently