Helpdesk Planner

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• Opportunities for professional development
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Purpose of the Job:

The Helpdesk/Planner is responsible for providing an efficient and effective Helpdesk service in line with the contract SLA, ensuring professional and courteous responses to client requests. This role involves raising work orders, coordinating maintenance/reactive work, and providing administrative support to the hard and soft services team, ensuring work is completed within required timeframes and KPIs are achieved.

Main Responsibilities:

1. Helpdesk & Work Order Management:
   Receive and manage incoming helpdesk calls and emails in a professional and timely manner.
   Raise work orders and make requests for engineering and facilities assistance, ensuring all information is captured accurately.
   Print and manage work orders as required.
   Ensure KPIs for work order completion are met.
   Provide routine office and administrative support to the team.
2. Planning & Coordination:
   Coordinate day-to-day operational activities to ensure the timely completion of planned and reactive works.
   Review planned work requests, verifying the accuracy of information and engaging appropriate resources to set priorities.
   Collaborate with operational teams and clients to plan and schedule works as required.
   Continuously improve the planning and scheduling process by gathering feedback from management, supervisors, craft teams, and other relevant stakeholders.
   Attend and run daily engineering huddles, ensuring all teams are informed and any issues are addressed.
   Cover the Hard Services Coordinator role as required (only for TSAs, not PTW).
3. Stationery and Workwear Management:
   Order PPE, workwear, and stationery as required, ensuring stock levels are maintained and standards are met.
   Recharge stationery items to clients as per contract terms.
   Ensure delivery of materials is in line with contract expectations.
4. General Administration:
   File TSA’s and Permits monthly and ensure records are maintained accurately.
   Provide general administrative support to the team, including scanning, copying, and filing.
   Support the hard and soft services teams with any additional administrative tasks as needed.

Key Accountabilities:

1. Customer Focus: Prioritize customer satisfaction and ensure timely, accurate responses to requests.
2. Planning & Organising: Manage and prioritize tasks effectively in a high-pressure environment.
3. Initiative: Proactively contribute to the development and improvement of planning and administrative processes.
4. Teamwork: Collaborate effectively with clients, in-house teams, and service partners to achieve team goals.
5. Communication: Demonstrate strong written and verbal communication skills in dealing with clients and team members.

Person Specification:

Knowledge, Skills, and Experience:

1. Minimum GCSE education or equivalent.
2. Experience in helpdesk duties and escalating queries as needed.
3. Experience in administration, ideally within a facilities or engineering context.
4. Excellent customer service skills and a positive, flexible attitude.
5. Proficiency in IT and computer systems.
6. Strong organizational and time management skills.
7. Ability to work independently and as part of a team.
8. Willingness to be trained and a proactive approach to learning.
9. Good interpersonal skills, with the ability to communicate effectively with customers, clients, and staff.
10. Aware of Good Manufacturing Practice (GxP) and the associated regulatory environment.