Facilities Helpdesk Administrator
Invictus Group
- 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.
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