Helpdesk Resource Planner

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:

• Principle points of contact for customer enquiries, incoming calls and new work requests on our CAFM Concept System.
• Effective scheduling and planning of tasks for a group of engineers and suppliers.
• Fast and accurate generation, and closure, of reactive work orders on the CAFM system.
• Acting as first point of contact for engineering workforce and sub-contractors, allocating work to engineers and diary management for the regional area.
• Raising purchase orders to sub-contractors for reactive works and obtaining ETAs and updates.
• Effective jeopardy management of jobs within the designated area as well as supporting other team members across government contracts.
• Updating database of quotations, engineering overtime and statutory compliance certification where requested.
• Scheduled running of reports from CAFM Concept System and distribution to a nominated person(s).
• Updating and recording of 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, as well as databases of supplier contacts, escalations, customer complaints and KPI failure mitigation.

What are we looking for?

• Strong Customer service skills.
• Helpdesk experience in facilities management.
• Strong knowledge of Microsoft Office packages.
• Knowledge and understanding of property-related issues.
• Experience in working to deadlines and effective time management.
• Excellent organisation skills.
• FM experience desirable.