Help Desk Support 3

Job Title: Help Desk Support 3

Duration: 4 months

Job Description:

Main Duties & Responsibilities:

• Responsible for the execution of the end-to-end work order management, including the co-ordination of all planned and reactive services within remit, detailed planning of work with Integral engineering and our supply chain.
• To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
• To monitor, action and escalate work orders and incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
• Procurement of services from external supply partners, including purchase order creation and service delivery management.
• To develop and maintain a good understanding of the core Maximo application, mobile andscheduling systems, the facilities management services provided to clients, client systems and all relevant process and procedures.
• To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations.
• To take action to keep up to date with changes to the contract and sharing information learned with the team and wider stakeholders.
• To handle and actively resolve any customer issues according to the Customer Complaint process.
• To be prepared to work on any CEC contracts, projects and initiatives at short notice to support the changing needs of the business.