Helpdesk Operative

Atkins Realis Group

Job Description

Overview

The focus of this role is to provide prompt and efficient response to client service requests via inbound and outbound telephone calls, e-mails, and web requests as well as management of Helpdesk scope in Computerized Maintenance Management System.

Your role

• Ensure efficient day-to-day running of the Computer Aided Facilities Management (CAFM) solution by maintaining system performance, providing input for configuration tasks, and supporting administration activities to ensure efficient business continuity.
• Support quality checking and integration of data via quality checking on information for compliance with standards and procedures.
• Function as a focus and support point for information and communication between the organization and the customer
• Receive Service Centre requests (telephone calls, e-mails, and reception) from all service areas.
• Initiating of details of all calls into data base and following up details of action and outcome.
• Provides assistance on work order implementation through issuance of update and report generation.
• Dispatches issues as per defined escalation list and monitors unresolved issues.
• Improve the performance and efficiency of the maintenance management system on site through maintaining knowledge-based learning and data collection on integrated workplace management system.
• Update our internal databases with information about technical issues and useful discussions with customers.
• Follow up with customers to ensure their technical issues are resolved.
• Coordinate the creation of new asset codes for property and community management functions to ensure asset/location data is available within systems for executing operations and maintenance tasks.
• Provide accurate data and supporting information for weekly and monthly reporting cycles to ensure management on fully informed on progress.
• Helpdesk shall be in operations 24 hours 365 days a year and shall have on call Manager/Supervisor contactable 24 hours a day and staff will be expected to work as required to operation on a rostered basis