Job Description

Provide Help Desk and Customer Service support daily as required.

Provide cover for Help Desk and Administration colleagues in the event of Holidays/ Sickness as required.

Receive and action direct telephone requests for all Customer service activity

Support Management of the Work Order Management System to track and identify urgent, outstanding and over-due activity.

To ensure all other enquiries are passed to the appropriate service manager

To proactively own customer requests from reception to closure, liaising with other EMCOR team members to obtain successful conclusions.

Record and process information onto the CMMS System

Collate all asset related data onto CMMS Ensuring accuracy and integrity of the data recorded.

Allocate the correct priority to each request for service in agreement with the caller

Make contact with the appropriate sites to discuss all Emergency responses, and relay information through to Supervisors/ team leaders/ site administrators any relevant information they require to ensure the smooth running of the operation.

Maintain and process Help Desk records (including Customer Service Evaluation)

Support and utilisation of documents / processes contained within our Asset Management System

To undertake all duties in a safe, tidy and responsible manner in accordance with H&S requirements.

Comply with the site security requirements, H&S procedures and EMCOR’s internal audit processes and policies.

Support other team members as necessary to complete administration activities

To follow EMCOR’s code of conduct.

Comply with the clients company rules and maintain a high standard of discipline.

To carry out other duties as may be reasonably requested from time to time by site management or the client.

Book meeting rooms, hotels, car hire and hospitality as directed.

Provide all monthly and weekly reports required

To be dressed in correct uniform at all times

Required Knowledge, Skills, and Abilities

Excellent interpersonal and customer relationship skills. Team player, with a flexible working attitude Smart Appearance Ability to sustain effective relationships Team player, with a flexible working attitude Customer Service / telephone experience Smart Appearance To undertake any training required to fulfil the requirements of the position. First Class organisational skills are required for this role. Knowledge of the Agility system or other CMMS system would be an advantage. Strong communication skills. Attention to details