Helpdesk Operative

Job Description

The companyMace is an international consultancy and construction company that has delivered world class projects since 1990. Today we employ over 6 , 000 people across five global hubs in Europe , Middle East North Africa and India , North America , Asia Pacific and Sub - Saharan Africa.Mace Macro offers a complete facilities management service for companies anywhere in the world. Operating as a consultancy , managing agent or principal contractor , with a client base that includes global brands in over 30 countries.Four simple values guide our behaviour in our pursuit of a better way; Safety first - going home safe and well , Client focus - deliver on our promise , Create opportunity - for our people to excel , Integrity - always doing the right thing. We aim to attract the best and brightest people , whatever their background , to bring new perspectives to some of the most complex and inspiring projects around the world.The opportunityBe a part of our facilities management business that oversees work for leading organisations across the public and private sectors around the world.Our Asia Pacific hub started in 2004 and has successfully operated in a wide range of countries , delivering project & programme management , facilities management and cost consultancy services.The roleHelp desk operativeTo answer and process the telephone requests in accordance with the help desk procedures. Plan , organise and schedule all tasks liaising with the specific facilities managers , supervisors , sub - contractors and technicians and also provide support services to the above.Your responsibilities will include: The requirementsYour experience , knowledge and skills need to include: QualificationsMace is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people to excel.Ensuring the concept evolution CAFM system is utilised to its maximum capacity to assist with the company s operations.Ensuring seamless and coordinated process between the help desk system and the operations on individual project sites.Proactively monitoring and taking corrective action on outstanding PPM and reactive maintenance calls.Effectively coordinating job responsibilities with help desk coordinator.Continuously updating and maintaining the concept evolution data.Maintaining good filing system.Answering inbound calls from customers , supervisors and technicians and log it on concept evolution.Making outbound calls to process the customer complaints to supervisors , technicians and sub - contractors.Managing proper filing of all the documents related to the help desk.Maintaining punctuality and reliability.Maintaining an excellent knowledge of help desk procedures and put this into practice at all times.Completing the key performance indicators and ensuring support to team members in achieving KPI s.Carrying out additional tasks as requested by help desk management.Acquiring feedback from all the departments and inform customers and update on concept evolution.Prepare the material requisition and forward it to procurement department for further processing.Ensuring work is completed on time all the time as per Service Level Agreement .Updating the daily call logging sheet and discuss with concerned manager.Handing out maintenance plan every month.Ensuring that engineer and the sub - contractor follow the plan fully and discuss with concerned managers.Completing and coordinating data loading of historical data onto the concept evolution system upon completion of each task.Familiarity with and follow the spirit and content of Macro Facilities Service s Code of Conduct .Undertaking all work and conduct themselves in accordance with relevant policy on workplace health and safety and be committed to maintaining a healthy and safe work environment.Sound knowledge and understanding of facilities management services within the Asia Pacific.Knowledge of Workplace Health and Safety (WH&S) practices and policies.Thorough understanding of operational and functionality characteristics of Concept Evolution ( Computer Aided Facilities Management System ).With clear understanding and total commitment to delivering service excellence and creating an environment and expectation where others do the same.Able to work effectively under pressure whilst demonstrating a positive approach to the task at hand.Proficient in hands - on and team - playing approach.Able to work long hours and will have excellent time management skills.An enthusiastic and exceptional help desk agent.Proficient written and verbal skills.Ability to listen and offer advice where necessary.Effective communicator across departments and up seniority scale.Proactive in ensuring compliance of our service delivery in accordance with our contracts and continuous improvement in our service delivery.Competent and can undertake any work.A degree qualification in a related field or any.,

Keyskills :
kpi cafm hubs filing logging ppm excel sound macro inf offers listen business outbound