Helpdesk Co-ordinator

Description

• To deal with all telephone/fax/written requests for service from customers and contract managers/supervisors
• To pre book Preventive Planned Maintenance services for the engineers
• To allocate the engineers to reactive and project works
• To ensure that the engineering time is used effectively and efficiently with a target of 98% effective use of labour
• To impart information to the engineers to enable them to submit their reports correctly, providing job numbers, service hours allowed, contact names, site addresses, service types and reported/identified problems.
• To provide order numbers for parts, components and specialist services as detailed by managers.
• To input feedback into the PPM and Helpdesk systems from the engineers reports.
• To provide management reports from the Helpdesk and PPM systems.
• To support new contracts and high levels of extra works the contracts are already generating

Duties

• Accept customers and engineers telephone calls and log all information as required on the help desk systems
• Ensure that the engineering labour is utilised in the best manner possible
• Ensure the correct discipline of engineer is matched to the tasks
• Issue and confirm returns of planned maintenance services
• Input engineers reports onto the helpdesk and planned maintenance computer systems
• Enter new contracts and adjust existing contracts on the systems as required by the contract managers
• Progress specialist engineering services to ensure compliance to orders
• Raise and progress orders to authorised suppliers
• Work with other help desk co-ordinators to maintain cover during normal working hours
• Provide management reports from the IT systems employed to managers and customers as required
• Continually strive to improve the flow of information to engineers and customers and to make improvements to the procedures
• Comply with company procedures as set out in the Business Management System
• Comply with the SHE policies of the company
• Maintain a 24hr call out rota and issue to those involved
• Ensure information from the help desk is correctly filed in the contract files
• Receive calls allocate works and support the administration reporting
• Any other duty applicable to the role