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Helpdesk Administrator

Staffline Recruitment Ireland
Permanent
Call Centre and Customer Service
Belfast, County Antrim
Ref: HmcGCHC_1720102781
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Job description

HelpDesk Administrator/ Reactive Co-Ordinator

Full Time

Mon-Thur 8am-4:45pm

Fri 8am-12:45pm

Salary: DOE

We are delighted to be working with the most proactive and innovative building engineering services company in the market today, to secure an experienced HelpDesk Administrator for their Belfast office.

As a Reactive Maintenance Coordinator, you will be responsible for managing and coordinating the timely response and completion of maintenance calls from key clients via the CHC in-house CAFM system.

This role requires effective scheduling of in-house maintenance operatives and specialist subcontractors to ensure that all maintenance tasks are responded to and completed within contracted timeframes. The Helpdesk Reactive Maintenance Coordinator will play a vital role in maintaining high levels of client satisfaction through efficient and effective coordination of maintenance activities.

JOB FUNCTIONS

  • Receive and prioritise reactive maintenance calls from CHC clients, assessing the urgency and nature of the maintenance issue, to accurately raise the job details on the CHC CAFM system.
  • Coordinate with in-house maintenance operatives and specialist subcontractors to schedule and allocate tasks based on skillset, availability, and location.
  • Ensure that maintenance calls are responded to promptly and within contracted timeframes, meeting or exceeding client expectations.
  • Accurately relay job information to CHC in-house maintenance operatives and subcontractors, to ensure operatives are fully briefed prior to attending site & there is no risk to service delivery or safety standards.
  • Monitor the progress of reactive maintenance tasks, providing regular updates to clients and escalating any issues or delays as necessary, in accordance with client contract protocols.
  • Maintain accurate records of maintenance calls and ensure that the CHC CAFM job details are kept up to date.
  • Raise purchase orders to supply chain associated with maintenance tasks, and then coordinate the supply chain response, to ensure that the reactive task has been appropriately actioned.
  • Liaise with clients, subcontractors, and other stakeholders to ensure clear communication and collaboration throughout the maintenance process.
  • Ensure that all job files are kept up to date with job reports & information to avoid delays to job closures/ payments.
  • Attend client review meetings as required to report on reactive maintenance performance.
  • Continuously review and optimise job processes and procedures to enhance efficiency, effectiveness, and client satisfaction.

ESSENTIAL CRITERIA

  • Strong organisational and time management skills.
  • Excellent communication and interpersonal skills, with the ability to effectively liaise with clients, subcontractors, and internal stakeholders.
  • Proficiency in computer applications, including Microsoft Office suite & CAFM systems.
  • Problem-solving abilities and attention to detail.
  • A proactive and customer-focused approach to work.

to apply for the above role or obtain further information, send your CV to [email protected]

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