Helpdesk Resource Coordinator

We are March the UKs leading provider of critical engineering services. Our expertise as a multi-disciplinary engineering partner across infrastructure, process and digital services has led to long term partnerships with leading organisations in everything from food and drink and utilities to high-security industries such as defence, aerospace and nuclear.

We are currently seeking to employ Helpdesk Resource Coordinator who will assist our established team with call handling, resource planning and compliance monitoring duties across our various
client premises within the Facilities Services division.

Key Responsibilities

• Accurate and efficient logging of all reactive jobs via telephone and email
• Proactively Monitor and chase work orders progressions to completion within the required SLA
• Respond to Client queries and provide timely updates on job progressions.
• Utilise internal reports to drive performance and meet contractual KPIs.
• Generation of purchase orders for materials and subcontractor requirements
• Plan, schedule and assign Planned Preventative Maintenance (PPM) and reactive work orders to mobile engineers within a specific geographical area.
• Ensure all PPM and reactive work orders and scheduled efficiently minimising travel time.
• Ensure all PPMs are completed within the appropriate timescales.
• Liaise with mobile engineers and contract manager to ensure efficient planning of work.
• Escalate potential SLA failures in advance to optimise opportunity to avoid failure.
• Administration tasks as required by the business.

Skills and Experience

• Experience of working to strict SLAs & KPIs
• Excellent customer service skills
• Good attention to detail including a high level of accuracy.
• Ability to prioritise effectively.
• Excellent organisational and communication skills
• Strong administrative and analytical skills

Specific Qualifications

• Previous experience of working on a helpdesk or similar fast paced environment
• Previous experience of planning / scheduling for a mobile workforce desirable
• Experience with Microsoft packages
• Strong communicator with good literacy and numeracy skills

What we offer

• A competitive salary and benefits package appropriate to this position
• An employer who values the ongoing wellbeing of its employees
• Career development within a successful and growing business

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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