Helpdesk Administrator

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

As part of your role, your key responsibilities will include, but are not limited to:

• Raising purchase orders to sub-contractors for reactive works and maintenance contracts.
• Attend and take part in subcontractor performance meetings to discuss performance.
• First point of contact for customer.
• Raising jobs for reactive and corrective action work orders.
• Closing off jobs for engineers where required.
• Booking in reactive and PPMs with clients for sub-contractor.
• Effective management of sub-contractors and obtaining updates.
• Assisting in keeping work in progress levels on contracts to a minimum by ensuring timely completion of jobs.
• Providing weekly reports on jobs logged/completed / outstanding.
• Maintaining databases of supplier contacts, escalations, customer complaints and KPI failure mitigation where required.
• Updating and recording statutory compliance documentation for all contracted buildings.
• Reviewing and approving supplier invoices for subcontracted works and querying costs where required.
• Maintaining register of engineer overtime and holidays.
• Maintaining databases of supplier contacts, escalations, customer complaints and KPI failure mitigation where required.
• Build relationships and collaborate with internal field engineering, helpdesk, management and central teams.
• Support in improving engineer documentation and escalate repeating performance issues to their line manager. 
• Support internal and external audit teams in evidencing work completed and ensure the safe delivery of future works and complete desktop audits periodically.

What are we looking for?

• Applicants must have the right to work in the UK
• Experience in coordination or management of subcontractors.
• Experience in working to deadlines and effective time management.
• Knowledge and understanding of property-related issues.
• Strong Customer service skills.
• Proven Helpdesk experience.
• Strong knowledge of Microsoft Office packages a high degree of efficiency needed.
• Knowledge of CAFM systems, ideally Concept Evolution and/or Maximo would be an advantage.
• Methodical and procedure approach to problem-solving.
• Patient approach to work and communication style.
• Collaborative with stakeholders from different teams and organisations.