FM Helpdesk Administrator

Client

Local Authority in Wandsworth

Job Title

Pay Rate

£18.27 an hour PAYE

Hours

36 Hours a week(Mon-Fri)9AM-5PM

Duration

Initial 3 Month Contract

Location

Predominantly remote - 1 day per week onsite from Wandsworth Town Hall - normally a Tuesday

Description

Job Purpose

Provides a professional customer-centric Helpdesk to SSA customers, using the Concerto CAFM to receipt and process email and telephone requests for FM support.

Provide high quality customer service and maintain high levels of customer satisfaction by owning, prioritising, allocating and processing the request for FM support from receipt to completion.

Providing the customer with a Task Reference and regular progress updates until the request / Task has been satisfactorily completed and closed. Update the CAFM system to show Task progress and closure.

Specific Duties and Responsibilities

1. Staff and manage the FM Helpdesk from (Apply online only) Monday to Friday - This will be on a rota of shifts. Shift 1 = 8.00am to 4.00pm and Shift 2 = 9.30am to 5.30pm

1. Receive and record Customer requests by email and/or telephone in the Concerto CAFM System.

1. Working closely with FM Helpdesk and FM Team(s) to monitor FM service delivery performance and ensure high standards of quality, customer service and customer satisfaction

1. Allocate each request with a CAFM HD Task reference and advise the Customer of the unique reference.

1. Understand the requirements of each task and allocate to directly employed FM staff and/or integrated FM contractors / supply chain partners.

1. Monitor and manage progress of each Task against KPI's including but not limited to Time To Respond (TTR) and Time To Complete (TTC).

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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