Technical Helpdesk Coordinator

Facilities Management

Central London

Salary guide - £30,000 to £32,000

Insight Executive have a fantastic opportunity to work on a prestigious client account based in central London as an onsite Facilities Help Desk Operator.   In the role of Technical Helpdesk Coordinator, you  You will provide a helpdesk service for all reactive & planned preventative maintenance works to be completed by the site maintenance & facilities teams and the supply chain partners. 

Purpose of the job:

• Operate an efficient Help Desk while providing great customer service in a fast-paced creative environment.
• Working with the site team leaders/supervisors you will provide a helpdesk service for all reactive & planned preventative maintenance works to be completed by the site maintenance & facilities teams and our supply chain partners.
• You will provide a high level of technical support and guidance in areas which are key to the teams performing maintenance activities in a controlled and effective manner to minimise failures attributed to engineering failure.
• To maintain the Computerised Maintenance System (CMMS) Maximo, to facilitate efficient and effective maintenance & facilities operations.
• To carry out duties in full compliance with current legislative and environmental regulations, policies and procedures.

Main duties of the role:

• Receive calls/ emails on the helpdesk and make requests for engineering and facilities assistance within the required times as set by the contract SLA (Service Level Agreement).
• Accurately capture all work order details received and prioritise in a predetermined category as
• defined with the Helpdesk Operating Procedures
• Undertake day to day administration in association with the helpdesk and facilities department.
• Update records for completed work orders in liaison with engineering or facilities teams, identify and input accurate labour hours for planned works and reactive works (where applicable).
• Review work orders for accuracy and clarity: clear scope of work, realistic completion date, appropriate lead times, equipment identification, discuss details with originator as necessary to obtain information.
• Report metrics on the performance of helpdesk and work order status and completion
• Support the Technical Services team with delivery of PPMs, third party contractor works and management of CMMS systems.

What we are looking for:

• A highly customer focused individual, motivating and driving performance in teams to deliver high standards of service and cost effectiveness
• Excellent organisation and planning skills 

• Knowledge of CMMS system
• Manage multiple priorities simultaneously.
• Have an understanding of technical applications and processes, with the ability to transfer skills across both technical and soft disciplines
• Good written and verbal communications skills
• An understanding of risk management and HSE, the methods employed to manage risks, hazards and controls. have a good understanding of Microsoft office package, in particular, Excel.