Helpdesk Operator

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Job description

Our Client

Our client are a commercial fit out contractor covering London and the Southeast, who specialise in the healthcare, heritage and educational sectors, blue chip environments and government portfolios.

Role purpose

The role will be responsible for operating the helpdesk function for a variety of clients across FM and project service lines

The role will work as part of the team but must demonstrate an ability to work on own initiative and the ability to take ownership of a system.

The role will also be responsible for answering and forwarding general reception phone calls, screening phone calls, and providing general administrative support.

Specific responsibilities & accountabilities

1. Log calls/jobs on the helpdesk database utilising helpdesk software, these tasks may be received by telephone and email.
2. Taking ownership of the PPM schedule & Reactive Maintenance jobs thus ensuring that all tasks are completed in line with the service requirements.
3. To produce standard and ad hoc reports as required by internal and external customers and clients across Project and FM functions.
4. Liaison and follow up with Managers, engineers and approved subcontractors.
5. Ensure tasks are completed in line with the PPM planners and/ or client requirements.
6. Report back to clients and contract staff on job progress and close out.
7. Compile small work quotations
8. Answer and direct all incoming telephone calls or take messages; messages to be taken sensitively, discreetly and accurately.
9. Provide accurate information to clients about MJ Ferguson Services
10. Invoicing of project and FM invoices as required
11. Provide admin support to Project and FM Managers
12. Any other reasonable duties as requested by the Company.

Technical competencies

1. Excellent communication skills, is numerate and computer literate.
2. High level of personal integrity, is polite and displays good mannerisms when customer facing.
3. Possess vision, and able to communicate this effectively, a role model for customer service excellence.
4. Organised, able to prioritise and deliver within high pressure, business critical environments.
5. Microsoft Office competence in Word/Excel
6. To show autonomy, resourcefulness and the ability to work alone and as part of a team.
7. A broad knowledge of office procedures.
8. An understanding of customer service work.
9. Understanding of the importance of confidentiality and working with confidential information.
10. Knowledge of working within a corporate, blue chip environment

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