Helpdesk Coordinator

09 Mar 2018
17 Mar 2018
Contract Type
Full Time

Our client is looking for up to x 14 Helpdesk Coordinators / Operators for Permanent oppotunties based in Bellshill.

Business Support Coordinator - Helpdesk.

This role will report into the Business Support Helpdesk Supervisor - the location address is Avondale House Strathclyde Business Park, Phoenix Crescent, Bellshill, ML4 3NJ

This helpdesk support service will operate 24/7, there will be a 24-hour shift pattern rotating across 7 weeks. On offer will be competitive salaries and benefits and the chance to join a new team in a new office providing great customer service and support to our clients UK Healthcare and Schools contracts.

The requirements of the role are:

To receive and process all reports received in respect of reactive facility faults, including logging on CAFM system (Maximo) accurately and promptly and meeting the SLA response times for answering calls.
All reactive fault service level agreements, if failed, will pick up a financial penalty and service failure points, therefore, accurate fault diagnosis and pro-active monitoring is essential to facilitate the prevention of any failures.
Assign and dispatch all Reactive and Planned tasks to the appropriate Technician/Subcontractor/Manager, meeting contractual KPIs.
Review and monitor all open Reactive and Planned tasks to ensure completed within the relevant SLA and ensure comprehensive notes detailing any updates are maintained on the Work Order and that any required escalations to prevent failure and resulting deductions are avoided.
Ensure any Extension of Time applications are completed correctly and submitted within time.
Run and circulate scheduled and unscheduled reports from Business Intelligence as required by Clients and Managers.
Schedule Sub Contractor attendance and maintain records of attendance and service notes.
Raise Purchase Orders for parts, materials or Sub Contractors via COUPA.
Completion and upkeep of all trackers in order to comply with corporate and local operating procedures.
Maintain and circulate Trackers - Temporary Repairs, Damages, Defects, Sub Contractors
Ensure labour actuals are correct and close off Work Orders.
Pro-actively liaise with the relevant Manager/Technician/Customer with regards to open Work Orders and any extensions of time to ensure work is completed within SLA parameters.
Management of all correspondence, filing and scanning received into the Helpdesk.
Monitoring of BMS alarm system logging details reporting to Technician and raising reactive work orders where necessary.*Monitoring of PTS system, contacting either the Technician or Ward if required and logging reactive work orders where necessary.
Other general administrative support as directed by the Regional Helpdesk Manager/Helpdesk Supervisor as required.
Support achievement of departmental goals, objectives and targets.
Be fully conversant and compliant with all processes which support the delivery of Helpdesk services ensuring compliance with contractual KPI targets
Provide excellent customer service when dealing with telephone calls, ensuring the use of a polite and professional manner at all times and that all requests are followed up by taking ownership to completion including the use of accurate handovers where necessary
Develop and maintain effective working relationships at all levels with both internal and external customers
Adhere to all company policies including but not limited to code of conduct, data protection and confidentiality
Enthusiastic and pro-active with ideas both during meetings and in general, with the aim of enhancing the overall Helpdesk experience for our customers


We are looking for people who can:
Show proven experience in a professional customer services environment.
Have the Ability to work shifts to enable continuity of service 24/7/365. Flexibility is a vital aspect of this position. Applicants must be totally flexible and be able to change to any of the Core shifts (including nightshift) at very short notice.
Have Enthusiasm, flexibility and team-working skills.
The Ability to establish priorities, work independently, and proceed with objectives without supervision.
The ability to work well under pressure in a fast moving and challenging environment.
Have excellent PC skills to include Outlook, Word and Excel.
Have proven written and verbal communication skills including a high level of accuracy and attention to detail.
Evidence of experience of Helpdesk Module or other CAFM System. (Preferred but not essential).
Have a clear understanding of Helpdesk systems. (Preferred but not essential).
These roles require Disclosure Scotland (or equivalent) at Basic level. (Our client will fund at verbal offer stage

If your application is progressed the recruitment process for this role will involve attendance at an assessment centre at the office location .This will involve the following activities:

Ice Breaker /Excel tests/Typing tests/Spelling and grammar tests/Team Exercise/Interview Questions These assessments will be held in early March 2018.

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