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Helpdesk Administrator

Wandsworth, London
£17.39 Per Hour
Job Type
7 Sep 2022
Helpdesk Administrator £17.39 per hour PAYE Working form home - certain occasions there will be a requirement to attend the office - Wandsworth 3 months - possible extension (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 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. Receive and record Customer requests by email and/or telephone in the Concerto CAFM System. 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 Allocate each request with a CAFM HD Task reference and advise the Customer of the unique reference. Understand the requirements of each task and allocate to directly employed FM staff and/or integrated FM contractors / supply chain partners. Monitor and manage progress of each Task against KPI's including but not limited to Time To Respond (TTR) and Time To Complete (TTC). Regularly update Customer on Task progress and completion. Assist in preparation of management information and forecasting of FM operational (opex) and capital programme (capex) expenditure against budget. Ensure that HD Tasks in the CAFM system are accurately updated in real-time. Where Response and/or Completion times are below KPI standard(s) escalate to appropriate FM Management. Provide regular management information reporting to FM Performance Manager. Ensure that all holiday and sickness absence is covered by suitably trained and competent staff. Regularly monitor and measure Customer satisfaction levels by conducting pulse surveys of Customers who have used the FM Helpdesk function. Support general FM administration duties as and when required 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. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser
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  • Job Reference: 706581917-2
  • Date Posted: 7 September 2022
  • Recruiter: Adecco
  • Location: Wandsworth, London
  • Salary: £17.39 Per Hour
  • Sector: Administration
  • Job Type: Permanent