Helpdesk Co-ordinator

JOB DESCRIPTION

Job Title: Helpdesk Coordinator

Purpose of Job

To provide contract administration support for all live Maintenance contracts including Planned Preventative Maintenance and any additional works. To assist the Contract Manager and Contract Supervisor with day to day running of the Contracts.

AREAS OF JOB ACCOUNTABILITY

Primary Role

• Provide helpdesk administration answering telephone calls and action accordingly
• Respond to BSM Admin email to agreed rota actioning all requests/tasks
• Triage incoming calls and enquiries and action accordingly
• Operation of BSM CAFM System for Rasing Daywork tickets in preparation for issuing to the Service Desk
• Obtaining detailed job information in preparation for issuing to the Service Desk
• Communicating with customer to Acknowledge receipt of jobs and provide initial updates.

Secondary Role to provide cover for the Region for holidays sickness and during busy periods

To provide cover and support to the contract administration team (and not limited to) for the following tasks

• Operation of bespoke computer added facilities management system JobLogic and bespoke accounts system Accounts IQ.
• Review and approval of Supplier and Subcontractor invoices
• Complete weekly timesheet routine
• Assist Service Desk co-ordinators with the review of completed daywork tickets and collate information packs for invoicing
• Discuss subcontractor/supplier queries and resolve as necessary
• Review un-invoiced daywork report and action
• Assist Service Desk co-ordinators with obtaining Purchase Orders for completed works.
• Review WIP report and un-invoiced daywork report for the monthly Operations meeting.
• Daily review of completed Daywork/reactive and PPM reports and action accordingly
• Liaise with Contract teams to arrange attendance to reactive callouts
• Operation of BSM account package (Accounts IQ) for raising and issuing Subcontract/Supplier purchase orders
• Communication with customers for arrangement of site access and provide job updates
• Completion of jobs compiling documentation for Job packs in prep for invoicing
• Uploading documentation and provide job updates on customer portals
• Booking of subcontracted PPM tasks and obtaining related reports/certificates for uploading to CAFM system and customer portals

Commercial/Personnel/JD/Contract Administrator rev I Jan 20

JOB SIZE

Contract administration to all live maintenance contracts within their team.

Team turnover approximately 2.0m.

Provide support to 10 Technicians

Procurement of supplies and sub-contractors in line with company financial limits.

AUTHORITY LEVELS

Sourcing of all supplies and sub-contractors to meet approved contract plan. Control of day work related expenditure to agreed budgets.

QUALIFICATIONS AND EXPERIENCE

P.C. skills on all major software packages.

Experience in procurement of mechanical or electrical installation/maintenance preferable.

Work planning/programming.

Costing of maintenance related activities preferable.

At BGIS we believe that diversity and inclusion is a key business driver such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success. #BGISUK