Emcor UK Eastleigh, Hampshire, UK
Jan 24, 2017Full time
Helpdesk Administrator Salary: £20,000 Working hours: 8.00am - 17.00am Benefits: 25 days annual leave & Auto enrol pension Job Description We are currently recruiting for a Helpdesk Administrator to be based in our Eastleigh office on our Siemens contract. Principle Accountabilities: *To manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged. *Coordinate faults, schedule to engineers, communicate with customers. *Life safe systems and statutory inspections completed as per the legal compliance and SLA/KPI required times *When 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. *Ensure that Job statuses are changed from waiting to be scheduled to scheduled. *Process and job on the in house finance systemto enable invoicing *Support and work with the scheduling team *Liaising 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 tablets are carried out within one month of the allocated date *Monitor EMCOR email system and respond accordingly to queries and client requests. *Coordinate faults, schedule to engineers, communicate with customers. *Implement 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. *To liaise with customers and escalate out of line incidents. *Ensure EMCOR meet the contractual KPI's and SLA's *Attend Client Meeting and produce an action log if requested. *Any other duties as requested by the Management Team and or Team leader within reason to suit the changing needs of the business Qualifications and Experience: *5 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 Required. Other factors: *Organised. *Reliable. *Smart, presentable appearance. *Personable and approachable. *Flexible and adaptable. *Trustworthy. *A team player with the ability to work from their own initiative. *Willingness to learn new skills and embrace procedures.