Help Desk Operator
Engie Solutions Middle East
Total years of experience :13 years, 4 Months
• Act as first point of contact within the Facilities office during working hours to ensure phone calls are taken and queries are dealt with in a time affective manner.
• FM Helpdesk management, monitoring and responding to job requests, including liaising pro-actively and reactively with other staff and supply chain partners.
• Ensure that a high level of service is maintained between tenants/clients, (internal and exter-nal)
• Supervise maintenance staff everyday with work orders and divide responsibilities to ensure performance.
• Support the Facilities department in delivering a consistent and efficient service across the site including ensuring that all Planned Preventative Maintenance (PPM) schedules are up to date and that any remedial works are undertaken quickly.
• Assist in dealing with relevant invoice queries and ensure data available for finance in a timely manner.
• Maintain leave request, travel request document, daily attendance spreadsheet & monthly Overtime for maintenance staff.
• Provide other administrative and operational/coordination support to the Head of Facilities, to other staff within the Regeneration and Property team and in other departments as and when requested.
• Maintain both soft and hard filing systems, ensuring consistency and support management team where required.
• Generate monthly reports on FM performance and KPI’s using MS Excel.
• Raise job on helpdesk system(s) at the time of the call, contact the appropriate service provid-er/contractor and provide relevant information in line with client service specification.
• Follow-up status of high priority works-in-progress and ensure the customer contact is fully in-formed.
• To provide Planned Preventive Maintenance (PPM) work orders, in accordance with pre- program of work.
• To communicate with customers, employees, and other individuals by Help Desk action and to impart information on status of work orders.
• To complete work schedules and follow up with the concerned personnel to close the com-pleted task in the system.
• Ability to prioritize work related tasks and perform as a member of a quick response user-response team.
• Provide support to team members to ensure emails & telephone calls are actioned in a timely manner.
• Record complaints and immediately bring to the attention of the relevant Manager with action taken.
• Undertake general administrative duties as required.
• Greet patients and hospital visitors with courteous, polite behavior and helpful to the customers at all times.
• Processed cash and credit payments rapidly and accurately.
• Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
•Handle incoming calls and respond to queries in a warm and professional manner
•Responsible to take call from the hospital and to understand the problem that he/she facing and help them out to fix the problem by logging the details step by step and forwarding the job to concerned Engineer/Technician.
•Handled general requests for information and data.
•Handled delicate situations, such as - Engineers requests, special needs and complaints.
•Accept Work order, Maintenance Service Order by Hospital Biomedical Engineering Department.
•Accept all the equipment's which are bring by Hospital Nurses, Supervisors and helpers log the details Tag them and distributed to appropriate staff.
•Maintaining the service reports, duties and files collecting, sorting and arranging information in electronic file of all Engineers/Technicians on daily basis.
•Maintaining staff's works and ensuring all responsibilities are completed on time.
•Discussing with Chief Engineer to ensuring work flow and efficiency of productivity.
•Performing managerial tasks including Xeroxing and filing.
•Maintained operator logs, forms and records in accordance with company policies.
•Daily Cement Mill inspections and submitted daily inspection forms to supervisor.
•Operated equipment safely and efficiently at all times.
•Listened to warning alarms and responded accordingly.
•Coordinate co-workers who work on different areas of Cement Mill.