Responsibilities: * Use CAFM system as a user on site including PPM records, reactives and reporting. * Answer calls/email for the business in a timely fashion * Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned. * Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible apply RFT and close calls over phone without requirement for assignment * Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained. * Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assistance from Contract Support. * Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations. * Alongside Contract Support assist with the monthly customer report. * Provide comprehensive reports relating to all jobs raised through the CAFM system. * Analysis and comprehension of reports relating to CAFM system. * Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support. * Logging hazards & customer feedback on the QHSE Management Portal * Perform any other duties or responsibilities as requested by the CM or Management Team. * Understand procedures and processes and operate them to the required standard. * Manage system as a key user on site including PPM records, reactive and reporting. * Ensure QHSE documentation is maintained and readily available using company systems. * Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA’s. * Monitoring calls received from the customer through to call completion and updating records. * Raise and assign work orders to relevant resources. * To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance with the contract scope and not outside of this. * Managing the supply chain and drive them to attend within required SLA’s. * Driving the engineering team to attend to all callouts within required SLA’s
Helpdesk/Contract Support in Pinner employer: Invictus Group
Join a leading facilities management company in Kensington, London, where you will thrive as a Single Site FM Engineer. With a competitive salary of £50,000 per annum and opportunities for career development, including specialised training and overtime potential, this role offers a supportive work culture that values safety and compliance. Be part of a dynamic team dedicated to maintaining high standards while enjoying the benefits of working in a vibrant media environment.
