Job Introduction
We currently have an opportunity for a Helpdesk Operator to join our team. This is a great opportunity for a customer focused individual to join a world leading food and facilities management company, which can offer unrivalled opportunities for career progression.
Role Responsibility
- To ensure the IFM Helpdesk operates professionally. To manage the lines of communication between helpdesk and all other departments ensuring they operate efficiently
- To achieve a high degree of customer and supplier satisfaction, achieving key performance indicators (KPIs) in respect to customer service, client knowledge, system knowledge and attendance as documented through the operator balanced scorecard.
- To operate an IFM Helpdesk function across multiple sites and services
|
To accurately record details of the caller, problem and severity and ensure that the Service Centre Manager is aware of situations which could develop into issues.
To work within and to, processes and procedures.
To respond quickly and efficiently to all requests in line with client service levels. Attention to detail when obtaining and inputting information
To have a clear and professional telephone manner
To achieve a high degree of customer and supplier satisfaction, applying logic and common sense to requests for assistance, ensuring that identified criteria are escalated in accordance with procedures.
Scheduling PPM, remedial and reactive work
Jeopardy management and escalation of planned and responsive works
Monitor and optimise the utilisation of engineer activities through effective scheduling of works
Raising purchase orders
Run reports to show outstanding work orders contracts
To attend training and coaching sessions and incorporate any changes necessary in your duties, methods, working hours and procedures
Identify any potential areas of improvement and highlight to your Service Centre Manager
To be flexible and adaptable to change
Highlight any training needs and development as necessary to assist you in your duties and personal development.
|
|
The Ideal Candidate
Experience of operating a facilities management helpdesk
Experience of using the QFM Helpdesk system or a similar system
Experience of working within Facilities
- Knowledge of computer databases and their applications.
- Ideally be qualified to NVQ level 2 or 3 in Customer Service or Call Handling.
- Experience of working with, and developing KPI’s and measurement information in a similar environment
- RSA level I keyboard skills or equivalent European Computer Driving Licence (ECDL) Level I.
- Microsoft Word – Basic
- Microsoft Excel - Basic
|
Package Description
This is a full time permanent opportunity at the Avery Hill Campus of the University of Greenwich.
The hours of work for this role are 40 per week usually scheduled between 7am and 7pm Monday to Friday.
About the Company
Sodexo is committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland (Scotland).
In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors.
With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.
