Service Desk Coordinator

We are currently on the lookout for an experienced Service Desk Coordinator to work across multiple sites Nationwide

Shift Pattern Monday to Friday 08:00 - 18:00

• Ensure all collated appropriate information from incoming calls, emails, portal requests, and verbal communication  is  correctly  and  completely  entered  into  the  CAFM  system  or appropriate system as required
• Follow up and reconciliation of all incoming documentation and information to support effective close-out of all open/outstanding works. To include quotes, follow-up service reports, recommendations etc
• Running reports on CAFM to monitor work order status, Operationally Complete, to facilitate that all completed work can be invoiced promptly
• Coordination with the site & Scheduling  of the maintenance tasks for the mobile team and specialist contractors for PPM and reactive
• Coordinate with Scheduling or specialist contractors to ensure that requests are responded to within agreed timeframes, with maximum efficiency.
• Generation of all reporting requirements as per individual client SLAs
• Collate  and  produce  weekly  and  monthly  reports  from  the  CAFM  system  for management and clients, as required
• Working with HD colleagues and other departments within the company to ensure all processes and procedures are updated and reflect the most efficient methods in performing tasks
• Assisting the ESB Ops Team on all requests as required and deputizing on some management tasks during their absence
• General filing of all ESB-associated documentation (hard & soft) and management of the filing system  to  ensure  a consistent  and tidy  system  to  aid the  speedy  retrieval of information
• Requirement to manage direct reports, i.e., schedule, train, supervise, and evaluate members of the SC team
• Assist in the development and maintenance of documentation of Service Centre processes, which can be used and understood by Service Centre staff
• Assisting the ESB Billing Administrator and Commercial Department with any contract or invoicing, budget queries they may have.
• Closing purchase order lines and aged sales quotations to clean up the internal financial system.
• Attending finance review calls as required to assist teams and provide HD-level insight.
•  Dealing with any escalations from other members of the HD/operations/client to solve queries.
• Support and assist with the completion of tender documents as and when required.
• Ad-Hoc duties as required

• Excellent working knowledge of Microsoft Excel, Word, Outlook, and other software programmes
•  Ability to embrace new systems and procedures as they are implemented
•  A third-level qualification is desirable but not essential
•  Two or more years’ experience working in a Service Support Centre or similar dynamic environment within the Facilities environment or similar
•  Strong numeracy, verbal, interpersonal, and communication skills
•  Experience in operating a CAFM (Computer-Aided Facility Management) system would be an advantage
•  Experience and ability to work well as part of a team and on own initiative
•  Excellent customer service skills, excellent telephone manner, and interpersonal skills

We look forward to your application

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