Job Overview

• This role requires you to operate a professional and customer focussed Helpdesk/PPM function on the South Atlantic contract in the Falkland Islands, providing good communication and feedback to Line Management and end-users.

Main Duties

• 1. To operate the incoming telephone/email Helpdesk system in a professional and timely manner between the hours of 0730 – 1730hrs Monday to Thursday and 0730 – 1630 on Fridays. Office to be manned at all times during office hours.

   

  2. Ability to extract all relevant details and as much information as possible from the end-users to enable each Supervisor to allocate correct resources to respond to the job first time.

   

  3. Enter all information relating to the call onto the Maximo system and issue a work docket to relevant Supervisors/departments in a timely manner.

   

  4. Ensure all CIR's and Remedial faults, from Helpdesk and PPM tasks respectively, are raised and issued to relevant Supervisors/departments in a timely manner.

   

  5. Produce the weekly Roll-on and issue to each Supervisor/department, along with the required attachments.

   

  6. Enter all information from PPM/Helpdesk Dockets into Maximo upon completion in a timely manner, ensuring all fields are completed accurately, before being filed away.

   

  7. Enter Labour Record hours for all Helpdesk/PPM work orders into Maximo.

   

   

  8. Track Helpdesk and PPM work dockets against response times, chasing up any outstanding dockets as they approach their target completion dates as defined in the contract.

   

  9. Raise and issue/process remedial work dockets as and when required from specified inspections, including 5 Yearly Fixed Electricals and PG 06/12 (249 - Petroleum Facilities).

   

  10. Raise and process WAP 13s (Minor New Works) on behalf of DIO and end-users as and when required, providing the relevant information, using the process provided.

   

  11. Process Helpdesk and PPM dockets identified as Wilful Damage/chargeable as and when required, via the workflow mechanism.

   

  12. To assist in the production of Helpdesk/PPM files, ensuring all documents are accurately maintained and hard copies archived accordingly.

   

  13. Oversee, organise, and participate in March-out and Pre March-out activities as required in support of WAP07. This may include attendance of SFA Meetings and the recording of reports and minutes.

   

  14. Document lessons learned and build on process to promote ongoing improvements in customer satisfaction.

   

  15. Carry out tasks/duties and any other reasonable requests as relevant to the role, as required by Line Management/Management

   

  16. Willingness to attend and pass training courses as required for the post.

   

  17. Perform other duties as requested by your Line Manager or Management Team.

What we are looking for

• Education /Qualifications / Training

•  

   

   Educated to GCSE or equivalent. 
•  Excellent level of computer literacy: Word, Excel, Project and Outlook. 
•  Experienced and trained in the use and development of PPM Management Systems (Maximo).
• Must be able to demonstrate excellent planning and programming skills

• Knowledge & Experience

•  

   Administrative experience.

•  Good working knowledge of Microsoft office.

•  Demonstrate good analytical and reporting skills.

• Desireable 
• To have attained, or be working towards, an NVQ Level 2 in Administration.
• Previous experience of working in MOD site including the Falklands Islands or other overseas station.
• Knowledge of Mitie
• Previous experience working on a helpdesk

• Skills & Abilities

•  

   Ability to work on own initiative or as part of a team.

• Good telephone manner and customer focus.

• Ability to produce concise information and documentation with attention to detail and presentation.

• Effective written communications skills.

• Able to establish and maintain effective collaborative working relationship with Client and Supply Chain Partners.

• Ability to organise and prioritise a diverse workload.

• Full driving licence.

• Personal Qualities

•  

   Enthusiastic and flexible approach.

•  Ability to work under pressure and meet deadlines.

•  Professional and polite manner · Good customer focus and understanding of importance of service orientated delivery.

•  Self-motivated team member with ability to work with minimal supervision.

•  Ability to identify improvement opportunities.