Helpdesk Co-Ordinator

Helpdesk Co-Ordinator
Helpdesk Co-Ordinator

Helpdesk Co-Ordinator Birmingham , UK

To deal with all telephone/fax/written requests for service from customers and contract managers/supervisors. To pre book Preventive Planned Maintenance services for the engineers. To allocate the engineers to reactive and project works. To ensure that the engineering time is used effectively and efficiently with a target of 98% effective use of labour. To impart information to the engineers to enable them to submit their reports correctly, providing job numbers, service hours allowed, contact names, site addresses, service types and reported/identified problems. To provide order numbers for parts, components and specialist services as detailed by managers. To input feedback into the PPM and Helpdesk systems from the engineers reports. To provide management reports from the Helpdesk and PPM systems. To support new contracts and high levels of extra works the contracts are already generating

Duties

  • Accept customers and engineers telephone calls and log all information as required on the help desk systems
  • Ensure that the engineering labour is utilised in the best manner possible
  • Ensure the correct discipline of engineer is matched to the tasks
  • Issue and confirm returns of planned maintenance services
  • Input engineers reports onto the helpdesk and planned maintenance computer systems
  • Enter new contracts and adjust existing contracts on the systems as required by the contract managers
  • Progress specialist engineering services to ensure compliance to orders
  • Raise and progress orders to authorised suppliers
  • Work with other help desk co-ordinators to maintain cover during normal working hours
  • Provide management reports from the IT systems employed to managers and customers as required
  • Continually strive to improve the flow of information to engineers and customers and to make improvements to the procedures
  • Comply with company procedures as set out in the Business Management System
  • Comply with the SHE policies of the company
  • Maintain a 24hr call out rota and issue to those involved
  • Ensure information from the help desk is correctly filed in the contract files
  • Receive calls allocate works and support the administration reporting
  • Any other duty applicable to the role