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Job Ref.:

Job Title: Support Services Administrator

Sector: CUSTOMER SERVICE,ADMINISTRATIVE,BUSINESS-ADMIN,CLERICAL

Location: NORTH -PORT OF SPAIN,WOODBROOK,ST. JAMES, MORVANT

Town / City:

Job Type: Permanent full-time

Job description:

SUMMARY

Job Title:  Support Services Administrator

Department:  Operations

Reporting to: Facility Manager

Location: Trinidad

JOB OVERVIEW
To work within a busy and demanding helpdesk environment that aims to provide excellent customer service to both internal and external customers and clients, and responsible for providing a professional and customer focussed service, working both on your own initiative and as part of a team.
MAIN DUTIES AND RESPONSIBILITIES                    

This role will include a variety of tasks including the following:

-       Telephone call taking from both internal and external customers, contractors, suppliers and other Europa sections

-       Recording work requests and updates on the Helpdesk IT system.

-       Liaising with customers, contractors and suppliers, as necessary, to plan in work schedules, request or provide feedback and chase up works etc.

-       Dealing with payment activities including verification of costs and liaising with the finance team to raise requisitions and client billing.

-       General administration duties required for the smooth running of the Helpdesk section including opening post, filing, photocopying etc.

-       Assisting with the delivery of Europa objectives in line with ‘Employer of Choice’ status

-       Receives and logs all written, direct and telephone requests for repairs and servicing on CAFM (Computer Aided Facility Management) system. Obtains complete and accurate information required to assist technicians. Notifies supervisors of emergency breakdowns.

-       Open jobs cards against all repair request on CAFM system

-       Prioritize requests and assign technicians to task accordingly

-       Follow up on all assigned jobs

-       Monitor productivity of maintenance staff

-       Input accurate Job Card data onto Excel Status Report / CAFM respectively for all maintenance related jobs in a timely manner

-       Update status report / CAFM accordingly

-       Generate Job Cards for all contracted work

-       Close off completed jobs on Excel Status Report and CAFM respectively

-       Provide feedback to clients via Phone, Direct or Emails on all assigned and completed jobs

-       Prepare and submit approved Purchase Requisitions to Purchasing

-       Follow up on all requisitions. Update status reports / CAFM accordingly.

-       Submit Updated status reports as required.

-       Follow up on all maintenance and invoice queries including payment and supplier queries

-       Acts as the department trouble-shooter. Identifies problem areas. Analyses repeat work and repair time. Assists in preparation of PM schedules

-       Checks accuracy Job Card Information before data entry

-       Communicates with other departments to schedule service checks, answer questions and notify of completed work.

-       Provide strong administrative support to Facility Supervisor

-       Filing: Maintaining Asset Log Files, Location files, Supplier Delivery note file, monthly job card file, contractor file etc.

-       Ensure sub-contractor files are kept separately and all associated costs are managed and recorded with the file

-       Prepare and Update monthly Preventative Servicing Schedule

-       Facilitate on site HR functions accordingly

-       Processes various department reports to include time and attendance reports on Time and Attendance System to facilitate PAYROLL etc.

-       Prepares all necessary Maintenance Management Reports

-       Reconcile Purchase requisitions and Petty Cash vouchers with Job Cards

-       Prepare and Update monthly Preventative Servicing Schedule

-       Petty Cash Reconciliation

-       Prepare Weekly Forecast for jobs

-       Prepare monthly roster for Drivers

-       Manage Call Forwarding feature on Help Desk (landline and cell) and Maintenance Phones

Qualifications and Experience                                         

Essential:

-       Strong Administrative Skills

-       Customer service experience including telephone call taking

-       Excellent telephony and written communication skills

-       Keyboard skills with a high degree of accuracy

-       Experience of team working

Desirable:

  • Working knowledge of Microsoft applications, including Outlook, Excel and Word
  • Experience of working within a Helpdesk/Call Centre environment
  • Previous experience in Maintenance Planning and Scheduling
COMPETENCIES                                        
  • Working as part of a team
  • Understanding and acting on customer requirements in line with documented client contracts
  • Working to a high standard of accuracy in both literacy and numeracy
  • Prioritising workload
  • Working to tight timescales

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