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Helpdesk Operative

Singapore , Singapore

Ref#: 19005021

Date published: 15-Apr-2019

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KEY RESPONSIBILITIES
  • Log calls/jobs on the helpdesk database utilising helpdesk software (Concept). Calls/jobs may be received by telephone, email or in person 
  • Allocating work orders to the maintenance team and/or supply chain. 
  • Taking ownership of the PPM schedule, Proactive & Reactive Maintenance jobs thus ensuring that all tasks are completed in line with the service requirements. This will involve the following but not limited to:
  • Liaison and follow up with supply chain & GFM engineers 
    • Ensure tasks are completed in line with the PPM planner, Proactive & Reactive Maintenance SLA’s/KPI’s
    • Engineer/service reports are completed and filed in the appropriate location 
    • Data base is maintained in terms of current specialist subcontractors i.e. contact details etc 
    • Tracking job progress against pre-determined KPI’s including maximum allowable response and rectification times and implementing escalation procedures
    • Report back to clients and contract staff on job progress and close out
    • Updating asset history with works record sheets
    • Uploading and amendment asset information as held in the helpdesk database
    • Log all help desk interactions on Concept system including proactive & reactive tasks
  • Identify and escalate situations requiring urgent attention
  • Prepare activity reports (resource allocation, total tasks, time spent etc) and stock replenishment
  • Train new staff
  • Work as a team player in a very team structured environment
  • To support, assign and monitor events request & setups
  • Prepare group meeting and toolbox talk minutes
  • Serves as backup cover for the other helpdesk in case needed
  • Monitor and record daily team attendance (Annual Leave, urgent leave and Medical leave)
  • Preparation of weekly & monthly reports for the client
  • To participate in creating process manuals
  • To maintain Company records/ files neatly and properly.