Service Desk Administrator

Service Desk Administrator Reporting to: Office Management Team Location: Crayford Offices in Kent Hours of Work: 08.00 - 17.00 Salary Starting: £23 - £27k depending on experience and qualification The company are currently working on transferring from their current CRM system to an electronic/paperless system and are looking a passionate and dedicated team player to join us to assist with the final stages of development and put the system into working use when it goes live. The purpose of the role will be to work with JDS clients and JDS M&E engineering and fabric staff plus subcontractors on site to maintain service delivery and quality of service as per our contract with a pro-active approach. This includes but is not limited to: First point of contact for client enquiries by email or telephone Prioritising and logging callouts on internal system (full training will be provided) Responsible for a team of engineers, subcontractors and sites Scheduling planned and reactive maintenance, callouts and remedial jobs Providing clients with works progress via internal CRM system, customer online portals, emails and telephone contact Processing of engineering/subcontractor paperwork and completing KPI spreadsheets Raising purchase orders for materials and subcontractor works Providing quotations following on from engineering visits Running and processing reports, providing reports and analysing data and reporting findings and solutions to challenges to the Management Team Creating callout rotas for engineering team Take instruction from Operations teams as required To investigate and resolve customer problems in a timely manner Examples of specific tasks undertaken within this role (this list is not complete and should be used as examples for this job description): Receiving callout requests from clients by telephone or email, processing on internal system, allocating to engineer, receiving updates and contacting clients on job completion, updating internal system and various spreadsheets Processing remedial works changing from quote to accepted, raising purchase orders for parts required, scheduling dates with the client, creating RAMS/Work Permits etc. Checking/Updating Parts Tracker (currently excel spreadsheet) for jobs that have parts ready and require scheduling Scheduling diary for a team of engineers (variety of static, mobile and foot mobile) and subcontractors. This is one of the most crucial parts of the role as the diary constantly changes. Creating Engineering Daily Update that is sent to all staff each day to advise works completed and planned for the following day Obtaining uplifts on client purchase orders - working out what costs are involved and advising the client Processing of engineer’s weekly paperwork and time sheets and when new system goes live, actioning as required Processing subcontractor paperwork, reports and invoices. Creating quotations to clients when required Updating client’s portals with job comments, raising RAMS and work permits Scheduling PPM for engineers and specialist contractors in advance from report sent by Operations Manager Running and processing a variety of reports Updating excel report and attending meetings with Management Team to present post month figures. Working together to be proactive looking at future engineering hours and putting plans in place when found necessary. Updating team meeting minutes with information as requested by Office Manager and presenting to the team Processing gas warning notices and advising clients Creation of annual callout rota for engineering team using excel, continuous updating of new starters and leavers, ensuring there is correct cover at all times. Uploading the rota to the online portal Attending client meetings with various members of the Management Team (note this may involve travel outside of the working hours depending on client’s time requirements) Assisting in final stages of new system rollout, attending and providing training sessions. Assisting in new staff inductions where necessary Cross training in other roles to assist with holiday/sickness cover Basic admin duties such as filing, answering of the telephone, scanning etc Background and Experience Essential Previous experience of working as a Service Desk / Helpdesk Administrator/Co-Ordinator Experience with the use of IT systems e.g. Word processing, spreadsheets, PowerPoint Appropriate level of data protection, security awareness and confidentiality awareness The ideal candidate for the role will possess: - An advanced level of computer skills will need to be evidenced focusing on Microsoft Office in particular, Outlook, Word, Excel and Powerpoint Attention to detail Capacity to work under pressure Results and Customer service focused Discretion and confidentiality is essential Drive and passion Excellent communication and interpersonal skills Flexibility and open to change Initiative, self-motivated Influencing and negotiation High level of verbal and written skills Organisation Professional attitude Team player Consistently display positive, professional and approachable behaviours - displaying the company behaviours Work co-operatively with others as part of a team. Acting on initiative Work well under pressure and to deadlines Experience in prioritising conflicting workloads Flexibility to travel when required eg meetings with clients on sites Other Information Working Hours Monday - Friday, 8am - 5pm Hot desk role - working at various locations within the office building. Overtime available 25 days holiday plus bank holidays Pension scheme available Healthcare scheme available after two years 3 month probationary period Sociable company with regular events throughout the year Welcoming and staff friendly environment Progression and training available Full training on company specific/internal systems (Planon/Big Change) will be provided