[Expired] Service Desk Administrator

Description:

Summary

Reporting to the Fire Alarm & Detection Service Manager, the Fire Alarm Service Desk Administrator will be required to work within a team of administrators and around twenty fire alarm technicians, ensuring business KPIs are achieved while fostering a flexible working environment to deliver support to the business as required.

Description 

The Administrator shall: 

·        Ensure reactive and planned maintenance tasks are achieved to meet NSI and pre-determined KPIs by using an in-house system to ensure of accurate tracking, action, completion and reporting of all in-bound and outbound activity. 

·        Liaise with clients and contract staff, ensuring practice standards and development is achieved.

·        Allocate works orders to directly employed operations teams using company ERP software.

·        Track job progress against NSI and pre-determined KPIs, including maximum allowable response and rectification times and implementing escalation procedures.

·        Report to clients and operational teams on works bookings, progress and completion.

·        Maintain and update as appropriate all processes.

·        Manage the invoicing process to ensure the correct costs are allocated to the correct job tasks and all works are invoiced in a correct and timely manner.

·        Any other duties required to ensure an effective and efficient helpdesk service is delivered, in accordance with the company management systems and quality control procedures.

Person Specification Technical Competencies

Essential

·        GCSE English and Maths Grade C or equivalent.

·        Demonstrate a minimum of 1 year’s experience in similar helpdesk role. 

·        Experience working with Enterprise resource planning software.

·        Strong IT skills including Microsoft Office.

Behavioural Competencies

·        Team Work: Working collaboratively together, sharing knowledge and experiences to deliver the best solutions.

·        Team Player: Always willing to be involved in other activities to achieve company objectives; works collaboratively and uses influence to gain resolution of issues. Demonstrates honesty, loyalty commitment and openness: listening and sharing; building trust and acting with integrity; treating others with respect and working with transparency.

·        Effective Communication Skills: Able to adapt communication to audience and create detailed written documents and reports. Able to maintain and manage communication links with a variety of stakeholders. Presents a professional image and promotes the brand. 

·        Respect: Encouraging, supporting and understanding others - their ideas, their views and their knowledge.

·        Initiative: Is highly motivated, flexible and can work unsupervised to get results in an effective way. Can manage deadlines and takes an organised approach to work. Takes a proactive approach to self-development. 

·        Commercial Awareness: Being professional and adopting best practice to meet clients’ highest expectations while achieving the highest possible standings in terms of quality, health, safety and sustainability. Creativity and drive to meet the business requirements. Flexible and quickly adapts to changing business needs and processes.

·        Customer Focus: Takes time to question and understand the real, underlying needs of the customer, beyond those initially expressed. Always works closely with customers, developing an independent view of their needs and acting in their long-term interest.

·        Efficiency: Understands and seeks to minimise waste in resources and processes.