Help Desk Coordinator

• Focus on identification of correct problem codes, effective task diagnosis and quality/detailed updating of concept notes.
• Ensuring detailed communications liaising with contractors for PPM and reactive works. This will include facilitating detailed planned works schedules with the Hard Services Manager and the coordination of all associated documentation such as SSOW/RAMs requests.
• Deliver and monitor the Service Delivery Plans and KPIs. This will have a particular focus on applying reasonable mitigation to failed reactive tasks, supporting relief applications, and managing extension of time requests.
• Support with regional administrative tasks as and when required by the Regional Operations Manager and or Regional Support Manager, including but not limited to data cleanse activities, compliance documentation reviews and internal audits.
• To support the Senior Contract Manager to develop relations and collaboration with client management teams to ensure delivery of contract.
• Support the senior contract manager with contractual budget planning to ensure contract activity is completed to time and cost. This will include the ongoing oversight of the PO checklist across the contract. A monthly review of all planned maintenance tasks against budget will be required.
• Management of Helpdesk reactive task volumes- focused support for site teams where required to jeopardy manage workflow.
• Management of Pay mech including commercial mitigation analysis.
• Assist the Senior Contract Manager in the development of contract specific budgets on an annual basis, ensuring that efficiencies are identified with a view to maintaining and improving margins.

Listening enables us to work positively and collaboratively, and gives customers, partners and colleagues the assurance that their voices are always heard.

Job holder requires the ability to support the Hard Services 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, support the contract with jeopardy management, produce client reports with clear review of the commercial mitigation on reactive tasks.

Responsibility for the helpdesk and facilities coordination reporting directly to the Hard Services Manager. The job holder is required to demonstrate strong leadership skills with a clear ability to drive change within the team and create a positive culture focused on our “one team” approach.

• Basic Health and Safety knowledge
• Ability to work on own initiative
• Strong communication and interpersonal skills
• Previous experience in facilities management administration role
• Proficient in relevant computer programmes (Microsoft Word, Excel, Teams, etc) is a must.

Salary: 26k-29k

• Private pension
• Rewards platform for discounts with retailers, supermarkets, restaurants and more
• Annual flu vaccine
• Cycle to Work scheme
• Life assurance
• 33 days annual leave (pro rata for part time positions)
• Free Health & Wellbeing advice