Help Desk Coordinator

Highly regarded main contractor are seeking a Help desk coordinator to join their well-established team in Blackburn, on a permanent, part-time basis. This company works across construction, facilities management and sustainability and has been established for over 30 years.

Role and Responsibilities:

1. Follow all Helpdesk procedures to meet service delivery and contractual KPIs.
2. Deliver excellent customer service via phone; handle all requests professionally and see them through to completion.
3. Log calls and job requests in the system.
4. Resolve queries at first contact where possible.
5. Allocate and dispatch jobs to internal teams and subcontractors.
6. Log jobs with correct priority and details for 'right first time' resolution.
7. Complete admin tasks as needed.
8. Prioritise workload using CAFM and review service issues daily.
9. Attend weekly job review meetings.
10. Raise purchase orders as required.
11. Track and close out PPMs with teams and contractors.
12. Actively monitor and manage reactive work orders.
13. Build strong working relationships with internal teams and external clients.
14. Comply with all company policies, including confidentiality and data protection.
15. Contribute proactively with ideas to improve the Helpdesk experience.

Hours:

Monday & Tuesday: 8am-1pm & Thursday & Friday: 8am - 5pm (1 hour lunch)

Requirements:

1. Handle all incoming and outgoing calls for contracts in a fast-paced Helpdesk environment.
2. Log calls and job requests in real-time using the system.
3. Aim to resolve queries at the first point of contact whenever possible.
4. Assign and dispatch tasks to internal teams and subcontractors using appropriate channels.
5. Work within set SLAs to avoid any financial impacts on the business.
6. Prepare and distribute reports for both internal stakeholders and external clients.
7. Support general administrative tasks as required.
8. Use the system to manage and prioritise your workload, including daily issue reviews.
9. Participate in weekly review meetings with the onsite team to discuss open jobs and service updates.
10. Raise purchase orders as necessary.
11. Manage Planned Preventive Maintenance (PPM) jobs throughout the month, coordinating with departments and contractors for timely completion.

Salary flexible on experience. This is a Permanent position and Coleman James Ltd are acting as an Employment Agency.