Helpdesk Operator

Your new company
Working for a global leader in commercial real estate, you will be based at their clients' offices in Nottinghamshire. Working as a part of a small team, you will support the helpdesk.

Your new role
As a Helpdesk Coordinator, you will be responsible for providing exceptional customer service and business support in order to contribute to the continued growth and success of the business.

Manage the system as a key user on site, including PPM records, reactives and reporting.
Answer calls/email for 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 the phone without the requirement for assignment.
Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained
Where required, review the subcontractor's 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.

People & Development

Collate and process timesheets and expenses weekly in the absence of Contract Support.
Communicate effectively and build/maintain relationships at all levels with internal and external customers.
Attend and participate in any relevant training courses.

Contract
Alongside Contract Support, they 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 the system
Monthly update of Client-specific Metrics/Forecasting Model in absence of 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.

Finance
Understand procedures and processes and operate them to the required standard.
Examples of these are:
Obtaining supplier quotes and uploading onto the internal system for client approval.
Arranging agency cover & submitting hours on portal
Updating the Performance Portal as and when required

Person Specification

Organised - Works in a structured way. Thinks ahead to prioritise workload
Logical - Works in a clear and consistent manner
Attention to detail - Thorough in carrying out a task, with a high degree of accuracy
Assertiveness - Confident, effective in putting across point of view to others
Persistence - Follows through to resolution
Customer and team focus - Puts customer and team needs first; always considers the impact of their actions

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk