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