FM – Helpdesk Coordinator

Newtownabbey, County Antrim
Harvey Group

Harvey Group have been delivering M&E services for over 46 years. Our considerable experience spans the commercial and industrial, health, education, leisure and residential sectors – throughout Northern Ireland, the Republic of Ireland, and the UK.

Due to our continued growth and expansion, we have a fantastic opportunity for you to join our facilities management team in the role of FM Helpdesk Coordinator.

The role:

You will be the first point of contact for a variety of facilities management requirements and administration including PPM booking and engineer scheduling.

You will be responsible for providing helpdesk support, working as part of the helpdesk team, as well as working on your own initiative.

With strong administrative skills and customer focus, you will provide a friendly and proactive service to customers, and conduct an efficient handling of each query with regular updates to customers of the resolution.

Key responsibilities and duties of this role:

Helpdesk Support

• Logging incoming helpdesk calls using the helpdesk software; ensuring that all the required information is included
• Booking client PPMs via Harvey’s Sicon CAFM system.
• Scheduling engineers calendar’s to match PPM/reactive jobs.
• Update our clients CAFM system’s on completion of PPMs with all relevant paperwork
• Coordinate with the technicians and subcontractors on the requirements of each job to respond quickly and efficiently
• Allocate work orders to Harvey Group maintenance teams and/or subcontractors as required
• Liaise with clients on job progress and close out
• Identify and escalate situations requiring urgent attention to the Contracts Managers / Head of FM
• Liaise with operational staff on the contracts to provide a first-class service to the clients
• Provide updates to Contract Managers regarding their client site / work requests
• Work closely with Contract Managers to develop and enhance the quality of service and reporting processes
• Carry out monitoring of HD system data to ensure that helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPIs and SLAs.

General Administration

• Maintain a high level of quality in relation to all administrative duties on the contracts
• Maintain a database of records pertaining to all aspects of maintenance, including statistical reporting and invoice control
• Compiling and producing reports as necessary
• Preparing reports for completed works including costs and back-up information
• Management of finance administration duties, including raising purchase orders, goods receiving, matching, and checking invoices Ad hoc duties as requested

Skills and Qualifications:

Essential

• Experience in a similar customer service role 2 years’ experience in dealing with incoming customer calls
• Experience in responding to customer queries from multiple sources such as email and phone
• Excellent administration and computer literacy skills with a sound working knowledge of Microsoft Office applications
• Be capable of working on own initiative, but also have ability to work with and relate to colleagues to achieve the company goals
• Excellent communication and interpretation skills
• Good time keeping skills
• Be flexible in approach to work and have an ability to carry out, where necessary, other tasks essential to the smooth running of the contracts
• Strong customer focus and strong awareness of client needs

Desirable

• Sicon / Sage / Verisae experience Knowledge of facilities management services

What you’ll get in return:

You will receive first class support, which reflects our commitment to our greatest asset – our workforce – along with a culture of continual development, training and excellence.

You will be offered a competitive starting salary, private healthcare, death in service insurance, and enhanced company sick pay aligning to service length.