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Job description / Role
The purpose of the job is to respond to the requests directed to the Helpdesk and monitor and control the daily operations of the building and to record any system anomalies via the CAFM (Computer Aided Facilities Management) fault recording system for remedial repair and planned preventive maintenance. This role delivers client service by taking inbound calls, receiving email requests received in adherence to procedural, productivity and quality standards. The incumbent is individually accountable for achieving results through own efforts.
Key accountabilities
Customer
• Attend to calls and requests directed through the switchboard, radio system and/or email (24 hours / 7 days per week) relating to the properties.
• Answer calls within the agreed KPI (Key Performance Indicator).
• Fast and efficient handling of queries with clients.
Operational Excellence
• To priorities calls in accordance with procedure.
• Record tenant and system fault requests on the CAFM system accurately.
• Assign, generate and schedule job cards for technicians and building managers.
• Communication with site management and staff relating to calls/emails received.
• Follow-up with clients/tenants and technicians re job cards issued.
• Fast and efficient handling of queries with tenants/clients.
• Ensure that a high level of service is maintained between tenants/clients, (internal and external).
• Ensuring that the work request is completed in CAFM system (either via PDA on site or at the Helpdesk).
• Following up on all work requests to ensure they are completed within the KPIs.
• Weekly assigning of PPMs (Planned Preventive Maintenance).
• Updating CAFM accurately and appropriately with feedback from site management and staff.
• Adherence to IMS policies and procedures.
• Data Entry as assigned by Management.
• Implement follow up paperwork to ensure completion.
• To undertake day-to-day administration associated with Helpdesk facility.
People and Culture
• Attendance, Punctuality & Flexibility with shifts.
• To work within shift rota to cover 7 day/week 24 hours/day including statutory holiday periods.
• To provide cover for colleagues as and when need arises i.e. during absences.
• To undertake training and be an active Team Member.
• Carry out all other duties as directed by the line management to the benefit of the Serco FM department and services to the Client.
Requirements
• Minimum two (2) years’ experience in office environment using keyboard skills.
• Excellent Phone Manner
• Excellent data entry skills.
• Ability to work in an individual and team environment.
• Well-developed customer service skills.
• Sound analytical skills.
• Good communication and interpersonal skills at an individual and team level.
• English spoken and written is essential.
• Knowledge of the property and facility management.
• Technical knowledge of building services operations is an advantage.
• Have understanding in the principles of Quality Assurance and working to procedures.
• Have an understanding and experience of using computerised logging systems
• Ideally experience in use of CAFM system.
Additional/special features of the role
• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process
• Typical physical demands include: high mobility to inspect all facilities in a high heat stress environment; high degree of manual dexterity to sufficiently perform computer functions on a keyboard, produce materials on a PC and operate basic office equipment, normal or corrected vision and hearing, extensive sitting, mobility sufficient to visit with departments or employees throughout the facility and lift up to 30 lbs.
About the Company
Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.