Service Desk Coordinator

Position: Maintenance Co-ordinatorAlternative Titles: Service Desk Co-ordinator / Service Desk AdministratorDepartment: MaintenanceReports to: Operations Manager / Site Administration Manager / Deputy Operations ManagerLine Management: NoneRole Level: Level 5 in Roles and Responsibilities MatrixLocation: Site-based, as required Position Purpose and Main Functions: The Maintenance Co-ordinator will oversee the day-to-day planning, scheduling, and allocation of direct and indirect labor for effective and efficient completion of maintenance tasks. This includes planned, reactive, and additional works, ensuring seamless work order progression from initiation to invoicing, and maintaining operational and financial data in relevant systems. The role also supports contract management through the production of reports and documentation. Responsibilities: Strategic Alignment Understand and align with company strategic plans and departmental objectives. Participate in periodic reviews, delivering tasks in support of personal and departmental goals. Operations and Financial Oversight Input operational data and track financial performance within CAFM and CRM platforms. Assist in budget tracking and contribute to plans for addressing risks and identifying opportunities. Compliance and Audits Report on targets using approved methods and follow company policies and procedures. Comply with legal requirements and contribute to process and system audits as needed. Employee Engagement Support departmental tasks with a focus on company core values and engage in employee activities to foster a collaborative work environment. Stakeholder and Customer Relations Foster strong working relationships with internal teams and clients, aligning tasks with company brand values. Handle customer feedback and continuously strive to improve client satisfaction. Job-Specific Duties: Schedule and track PPM tasks, ensuring efficient use of engineering resources and adherence to SLA timelines. Handle client requests for reactive attendance, ensuring proper tracking from initiation to financial closure. Coordinate with contract managers on quotations and prepare documents for approval. Raise purchase orders as needed and use the company’s procurement channels. Communicate regularly with engineering and contract management teams, updating them on staff locations and task status. Maintain high levels of client focus in all interactions. Qualifications and Experience: Essential GCSE (or equivalent) in Maths and English. Experience in a similar facilities management role. Proficiency with CAFM systems and Microsoft Office suite, especially Excel, Word, and PowerPoint. Preferred NVQ Level 1-2 in Administration or equivalent. Familiarity with Microsoft Dynamics and other project management software. Development and Training Actively seek relevant training, with support from the company for formal and statutory training as needed. Key Performance Indicators (KPIs): Financial Performance Contract Service Delivery Performance Commercial Control Compliance Customer Feedback

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