Helpdesk Operator
Hays Business Support
Nottingham, GB
Your new company \nWorking for a global leader in commercial real estate, you will be based at their clients' offices in Nottinghamshire. Working as a part of a small team, you will support the helpdesk.\n\nYour new role \nAs a Helpdesk Coordinator, you will be responsible for providing exceptional customer service and business support in order to contribute to the continued growth and success of the business. \n\nManage the system as a key user on site, including PPM records, reactives and reporting. \nAnswer calls/email for business in a timely fashion \nEnsure all reactive requests raised on the helpdesk have the correct priority/engineer assigned \nEnsure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible, apply RFT and close calls over the phone without the requirement for assignment. \nLiaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained \nWhere required, review the subcontractor's performance and feedback through appropriate systems (e.g. Ariba) with assistance from Contract Support \nActively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.\n\nPeople & Development \n \nCollate and process timesheets and expenses weekly in the absence of Contract Support. \nCommunicate effectively and build/maintain relationships at all levels with internal and external customers. \nAttend and participate in any relevant training courses.\n\nContract \nAlongside Contract Support, they assist with the monthly customer report. \nProvide comprehensive reports relating to all jobs raised through the CAFM system \nAnalysis and comprehension of reports relating to the system \nMonthly update of Client-specific Metrics/Forecasting Model in absence of Contract Support \nLogging hazards & customer feedback on the QHSE Management Portal \nPerform any other duties or responsibilities as requested by the CM or Management Team.\n\nFinance \nUnderstand procedures and processes and operate them to the required standard.\nExamples of these are: \nObtaining supplier quotes and uploading onto the internal system for client approval. \n Arranging agency cover & submitting hours on portal \nUpdating the Performance Portal as and when required\n\nPerson Specification \n\nOrganised - Works in a structured way. Thinks ahead to prioritise workload \nLogical - Works in a clear and consistent manner \nAttention to detail - Thorough in carrying out a task, with a high degree of accuracy \nAssertiveness - Confident, effective in putting across point of view to others \nPersistence - Follows through to resolution \nCustomer and team focus - Puts customer and team needs first; always considers the impact of their actions\n\nIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.\nIf this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.\n\nHays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)