What are the responsibilities and job description for the Service Coordinator/Help Desk position at Complete Building Services?
About the Role
Duties and Expectations:
- Coordinate and clearly communicate with both internal and external stakeholders including, Donohoe’s team, WB staff, vendors, and other WB contractors to ensure deliverables are achieved.
- Utilize CMMS system for tracking.
- Pro-actively work to identify and remove obstacles.
- Identify and manage project budget costs, and proper billing procedures.
- Pro-actively recommend and implement efficiencies in processes and delivery.
- Establish and maintain respectful and effective relationships with Donohoe team, tenants, clients, vendors, and other supporting Donohoe’s World Bank contract.
And other duties as assigned.
You Should Have
- Previous TRIRIGA experience
- Ability to pass client background check.
- Proven experience in a help desk environment.
- Excellent written and verbal communication, and interpersonal management skills.
- Ability to handle problems quickly and efficiently.
- Ability to analyze data and make data driven decisions.
- Strong organizational and multi-tasking abilities.
- Flexibility to work in a fast paced and dynamic environment.
EOE, including disability/veterans
Why You'll Love Working With Us
The Donohoe Companies is a company that is passionate about the operation and maintenance of buildings/facilities in the commercial and government sectors. At Donohoe, we celebrate and empower our talented employees - and it shows as we have been ranked by the Washington Business Journal as the "Best Place to Work" multiple times.
We are seeking an organized and detail-oriented Service Coordinator/Help Desk Supervisor to lead our Facilities Help Desk in delivering exceptional support. The Coordinator/Help Desk Supervisor reports to the Deputy Account Director. The ideal candidate will have excellent communication skills, a deep understanding of facilities management and the ability to efficiently coordinate and prioritize tasks. The Help Desk Supervisor is responsible for coordinating the Facilities Help-Desk, ensuring all assigned tasks are delivered at the highest service level to meet or exceed Donohoe’s contractual requirements. Support Donohoe and client deliverables and expectations, including:
- Lead a team of help desk professionals, to provide timely and efficient support.
- Oversee day to day operations of the help desk, ensuring high level of customer satisfaction.
- Work with the CMMS system, taking incoming calls and requests, assigning, coordinating and follow up on work orders ensuring timely and effective resolution.
- Prioritize and delegate support tickets, ensuring a timely resolution and adherence to customer defined KPIs.
- Assign monthly PM tickets.
- Assist technicians with use of mobile devices.
- Evaluate and implement process improvements to optimize help desk efficiency.
- Ensure a high level of client satisfaction by addressing and resolving issues promptly.
- Implement strategies to continuously improve the staff support experience.
- Maintain accurate records of support activities and resolutions.
- Generate regular reports on help desk performance, identifying trends and areas for improvement.
- Handle escalated issues, resolving conflicts and ensuring a positive customer experience.
- Prepare and present deliverables in scheduled client meetings.
