Help Desk Co-Ordinator

---

Job description

Duties/ResponsibilitiesAn opportunity has arisen for a Helpdesk Coordinator to join our expanding contract based in Eastleigh.Monday to Friday 8am to 5pmMaternity Cover - FTC 9 MonthsJob Purpose:Key Accountabilities Facilities service desk coordinationProvide a first line contact for internal and external customers/contractors.Respond effectively to all telephone queries and complaints, using effective listening, questioning and problem-solving skills.To manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged.Life safe systems and statutory inspections completed as per the legal compliance and SLA/KPI required timesImplement new Service Contracts including setting up contracts on the central database, assisting implantation of PPM control and delivering information to key personnel.To undertake review of internal purchasing requisitions to ensure best practice use of Suppliers and Subcontractors were required for PPM and Reactive Calls.Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action.Any other duties as requested by the Management Team and or Assistant Manager within reason to suit the changing needs of the businessWhen an engineer is scheduled to a job ensure the attendance info is communicated to the customer and engineer.Ensure that job packs within your area are complete and ready for billing. Job packs must include PO/ Quote/ CVI/SMR/ email communications.Changing status on open jobs, chasing subcontractor for both delivery dates for parts and service completion sheets and updating customers as required.Process and job on the in house finance system (JDE) to enable invoicingLiaising with Clients to escalate out of line incidents.Ensuring EMCOR meet the contractual KPI's and SLA's.Raise Purchase Orders as and when required.Administer PPM's and Reactive control to Service Engineers through in House System and are carried out within one month of the allocated dateMonitor EMCOR email system and respond accordingly to queries and client requests.Coordinate faults, schedule to engineers, and communicate with customers.Person Specification5 pass grades at GCSE or equivalent.Excellent telephone manner.Excellent communication skills.Experience of working in a call centre / help desk is essential.Good IT skills including Word, Excel and PowerPoint.Able to work under pressure and to defined deadlines.Able to work as part of a larger team and independently.Good time keeper.Prior Customer Service or Industry Experience RequiredBenefits25 days annual leavePension schemesCycle schemeFlexible Working policy where applicable and feasibleEmployee benefit discountsPersonal Development opportunities: our appraisal process is designed to identify your training needs and the personal development goals needed to progress your career.Creating Balance; our steering group promotes Diversity and Inclusion throughout our business.Mental Health and Wellbeing; Mind is our EMCOR UK charity, and as such mental health and wellbeing is an important topic for us. To support this we have an Employee assistance programme available to you with free advice on dealing with personal problems such as; debt, legal issues, relationships, addictions and stress.Charitable Giving and Community; we offer two days off per annum for you to support your chosen charity.Recognising Excellence; our annual Employee Excellence Awards are designed to recognise and reward individuals or teams for their outstanding contribution and performance at work

<!– job description page –>