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Helpdesk Coordinator – Newcastle

December 5, 2022 | Comments Off on Helpdesk Coordinator – Newcastle

Job holder requires the ability to support the contract manager where required with client relations, subcontractor management with a motivation to continuously improve core aspects of the operation and quality of service. Produce reports on performance of NHSBSA, support all sites with jeopardy management, produce client reports and support the management team with reactive payments for application.

Responsibility for the helpdesk coordination of all sites working to support the Hard Services Manager. The Helpdesk Coordinator will operate alongside the Contract Management team of Hard & Soft FM managers to support the coordination and completion of all planned and reactive tasks.

The NHS BSA comprises over 90 employees across Hard and Soft Services. The services operate across 11 buildings which cover Newcastle, Wakefield, Blackpool, and Eastbourne. The services we will deliver across the 11 buildings are planned and reactive maintenance, cleaning, catering, reception, security, porterage, and mailroom.

The job holder is required to demonstrate strong organisational skills with a clear ability to drive change within the team and create a positive culture focused on our "one team" approach.

DUTIES:

  • Monitor incoming tasks on the Helpdesk and ensure all tasks are correctly assigned and prioritised.
  • Ensure all tasks are correctly handled from start to finish, including identification of correct problem code, categorisation, Focus on identification of correct problem code, categorisation, supporting documentation and detailed written notes for all tasks.
  • Ensure any tasks which are rechargeable are assessed for accuracy and ensure the client receives best value for money.
  • Liaise with contractors for PPM and reactive works. This will include facilitating detailed planned works schedules and the coordination of all associated documentation such as SSOW/RAMs requests.
  • Ensure all open tasks are regularly followed up to ensure completion with KPIs. Escalate any risks to contract management team.
  • Generation of quotes for submission to the client to obtain approvals.
  • Management of trackers to ensure accuracy of data to share with the client.
  • Raising Purchase Orders within budget for PPM works and any reactive requirements.
  • Management of Helpdesk mailbox to ensure all enquiries and new tasks are actioned within SLAs
  • Work alongside Contract Management Team to ensure continuous improvement of processes.
  • To support with asset verification across the estate, to ensure all major items of plant are recorded on the CAFM system, and when required add/delete assets following lifecycle and project works.
  • To support the Contract Manager to develop relations and collaboration with client management teams to ensure delivery of contract.
  • Management of Helpdesk reactive task volumes- focused support for hard and soft FM management teams where required to jeopardy manage workflow.
  • Supporting the application for payment process.

SKILLS AND QUALIFICATIONS:

  • Previous experience in facilities management
  • Experience of using CAFM system (preferably Concept)
  • A methodical approach
  • Ability to work on own initiative
  • Basic Health and Safety knowledge
  • Strong communication and interpersonal skills
  • Must have experience in relevant computer programmes (Outlook, Word, Excel etc)

If interested, please apply within or contact Abigail on 0191 814 1360 / 07912274473

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