Helpdesk Administrator

As a Helpdesk Coordinator, you will be responsible for providing exceptional customer service and business support to contribute to the continued growth and success of the Business. 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. * 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 impact of their actions