The Service Support Centre (SSC) is a dynamic environment which operates a support facility for all departments within the business. The SSC processes all work requests and performs a large administrative function for the business.
Overall Purpose of the JobProvide administrative and systems support to ensure the daily operation of the SSC and to facilitate the coordination of services within the SSC. The role includes the timely and accurate processing of all paperwork in regards to the service support centre as well as the updating of CAFM (computer aided facility management) system and the effective utilisation of all other systems. The role is a heavily interactive role and involves daily communication with both internal staff and external clients and specialist partners.
Main duties and responsibilitiesEnsure all collated appropriate information from incoming calls, emails, mail and verbal communication is correctly and completely entered into the CAFM system or appropriate system as required.Follow up and reconciliation of all incoming documentation and information to support effective close out of all open / outstanding works, including quotes, follow up service reports, recommendations etc.Work with suppliers and AP to reconcile invoices, matching goods received to Purchase Orders.Run reports on CAFM to monitor work order status and bill all approved work orders in a timely manner.Periodic review of WIP files received by accounts and prompt action taken on closing and billing all open work orders.Coordinate and schedule maintenance tasks for the mobile team and specialist contractors for PPM and reactive within agreed timeframes, with maximum efficiency.Generate all reporting requirements as per individual Client service level agreements.Collate and produce weekly and monthly reports from the CAFM system for management and clients.Work with SSC colleagues and other departments within the company to ensure all SSC processes and procedures are updated and reflect the most efficient methods in performing tasks.Assist the Service Manager on all requests as required and deputize on some management Service Centre_Catering Coordinator tasks during periods of absence.Support and assist with the completion of tender documents as and when required.Perform Ad-Hoc duties as required.Qualifications and ExperienceExcellent working knowledge of Microsoft Excel, Word, Outlook essential and other software programmes.Ability to embrace new systems and procedures as they are implemented.Third level qualification is desirable but not essential.2 or more years' experience in working in a Service Support Centre or similar dynamic environment within Facilities environment or similar.Strong IT, numeracy, verbal, interpersonal and communication skills.Experience in operating a CAFM (Computer Aided Facility Management) system would be an advantage.Experience and ability to work well as part of a team and on own initiative.Excellent customer service skills, excellent telephone manner and interpersonal skills.The successful candidate must have:Proactive and enthusiastic approach essential coupled with a professional demeanor.Effective problem solver.Ability to work to tight deadlines.Strong attention to detail and strict adherence to procedures.Act responsibly to the natural environment and society, fair business conduct, support diversity, promote Health and Safety and Quality at work.Deal responsibly, understand business requirements, full and open communication, transparent reporting.Working PatternMon to Fri 09:00 - 17:30, 37.5 hours per week
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