Job Description

As Fault Desk Administrator your role is responsible for the correct handling of faults in line with our customer’s contract requirements within service level agreements. You will be expected to develop an expert understanding of our customer’s requirements and support our local service teams whilst helping to establish our department within Siemens Mobility with both internal and external customers.
Areas of responsibility and tasks

• Working with the contract service team to receive faults and liaise with the team to provide appropriate responses to high priority, high profile incidents and emergency responses
• Ensuring that all faults are reported and dispatched appropriately to support high levels of operational productivity
• Raising and creation of job numbers and transmitting accurate and relevant information to the Glasgow contract service team field operatives and provide accurate fault progress updates to external customers
• Developing an understanding of our customer’s requirement in order to work in a fast paced, challenging environment including regular liaison with the contract service team and external customers by telephone and email
• Call logging & email handling from internal and external customers, provide administration support to the service delivery team and line manager
• Take responsibility for our Glasgow City Council contract customers and ensure all faults and contract documentation is update and relevant.
• Monitoring of fault management systems and interfaces, identifying and creating faults when necessary.
• Providing service teams with admin and reporting support where necessary
• Participate in appraisal process, 1-2-1, team brief and team meetings.
• Achieve business and local targets set by line manager
• Follow daily schedules to ensure operation of tasks are completed and acknowledged.
• Liaise with IT and ensure all system issues are reported within good time.
• Liaise with service team in creation of new sites added to maintenance contracts and upload onto fault management system.
• Desk audits, this mandatory to ensure working space is safe

Required Knowledge, Skills, and Abilities

The key competencies and capabilities for this role are: Excellent communication skills. Good attention to detail along with the ability to remain composed when working under pressure is essential. PC skills are essential with experience of using Outlook, Word and Excel required. Experience in using SAP desirable. Ability to work independently and take ownership of a tasks and incidents until completion. Ability to build relationships with colleagues & customers. Good communication skills, both written and verbal. Organizational skills. Proven ability to work well under pressure. A self-motivator who can demonstrate good initiative. Problem solving skills. Experience of working in a team environment is essential. Previous administration and co-ordination experience is required. Customer facing experience is desirable. STEM related qualifications are desirable.