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Duties/Responsibilities

• To receive and action direct telephone, email requests for service in accordance with the Help Desk procedures, answering calls in a professional and personable manner
• To monitor and record the response of EFS Technicians to Help Desk requests and to ensure customer satisfaction with the service
• To control the administration of Planned Maintenance system, in accordance with EFS standard procedures including the issuing and tracking of Planned Maintenance dockets
• To monitor and record the response of EFS Technicians to Planned Maintenance dockets and to ensure follow up works are logged and completed
• To control the administration of sub-contractors and suppliers in accordance with EFS standard procedures including the issuing and tracking of purchase orders and sub-contract instructions, operational outlook programmes/site visit documentation, and the induction of sub-contractor visitors to site
• To ensure the operation of the out-of-hours telephone answering service ensuring messages are relayed and actioned in a timely manner
• To receive and make welcome all visitors to the EFS site accommodation ensuring they are correctly hosted and not allowed to wander un-escorted in workshops or the clients site in general
• The overall operational output and performance of the Help Desk facility
• To compile and distribute data relating to utilities, maintenance work and operational costs
• To carry out all reasonable tasks that may be requested from time to time by the client or EFS management
• To uphold and promote the good name of EFS at all times

Person Specification

• Proven experience within a similar role
• Experience of Concept, Care manager, Planet is desirable
• Experience of SLA’s and KPI Monitoring
• Good IT skills including MS Word, Excel, Power point and Project
• Good level of interpersonal and customer relationship skills
• Smart, presentable appearance

Benefits

• 25 Days annual leave
• Family friendly benefits
• Other company benefits
• On site gym
• Discount on retail & restaurants