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Technical Helpdesk Coordinator

Facilities Management

Central London

Salary guide - £30,000 to £32,000

Insight Executive have a fantastic opportunity to work on a prestigious client account based in central London as an onsite Facilities Help Desk Operator. In the role of Technical Helpdesk Coordinator, you You will provide a helpdesk service for all reactive & planned preventative maintenance works to be completed by the site maintenance & facilities teams and the supply chain partners.

Purpose of the job:

* Operate an efficient Help Desk while providing great customer service in a fast-paced creative environment.

* Working with the site team leaders/supervisors you will provide a helpdesk service for all reactive & planned preventative maintenance works to be completed by the site maintenance & facilities teams and our supply chain partners.

* You will provide a high level of technical support and guidance in areas which are key to the teams performing maintenance activities in a controlled and effective manner to minimise failures attributed to engineering failure.

* To maintain the Computerised Maintenance System (CMMS) Maximo, to facilitate efficient and effective maintenance & facilities operations.

* To carry out duties in full compliance with current legislative and environmental regulations, policies and procedures.

Main duties of the role:

* Receive calls/ emails on the helpdesk and make requests for engineering and facilities assistance within the required times as set by the contract SLA (Service Level Agreement).

* Accurately capture all work order details received and prioritise in a predetermined category as

* defined with the Helpdesk Operating Procedures

* Undertake day to day administration in association with the helpdesk and facilities department.

* Update records for completed work orders in liaison with engineering or facilities teams, identify and input accurate labour hours for planned works and reactive works (where applicable).

* Review work orders for accuracy and clarity: clear scope of work, realistic completion date, appropriate lead times, equipment identification, discuss details with originator as necessary to obtain information.

* Report metrics on the performance of helpdesk and work order status and completion

* Support the Technical Services team with delivery of PPMs, third party contractor works and management of CMMS systems.

What we are looking for:

* A highly customer focused individual, motivating and driving performance in teams to deliver high standards of service and cost effectiveness

* Excellent organisation and planning skills

* Knowledge of CMMS system

* Manage multiple priorities simultaneously.

* Have an understanding of technical applications and processes, with the ability to transfer skills across both technical and soft disciplines

* Good written and verbal communications skills

* An understanding of risk management and HSE, the methods employed to manage risks, hazards and controls. have a good understanding of Microsoft office package, in particular, Excel