Key responsibilities include: Covering the helpdesk in the absence of Helpdesk Operative Vetting service requests received via CAFM system Analysis of job history/running reports to avoid duplication Ordering parts required for the job Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand Plan/Coordinate work for current and next day Escalating any complaints or issues as required Ensuring Reactive Work to Additional Work process is followed Managing the completion process, reviews, audit fails and ensuring all closures are sent to the client via the CAFM system Collating and submitting SLA extension requests to the client Adhering to all SLAs/KPIs set against your role and including call answering times, quality assurance, email response times if covering the Helpdesk Utilising CAFM system - Obtaining and Providing mitigation for breached Faults for previous 24 hours (ready for period end) Ensuring compliance with statutory and company procedures across all functions Taking reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions and to co-operate with their employer so far as is necessary to enable them to carry out their statutory duty Having high attention to detail on all work submitted Contributing to reducing levels of customer complaints Undertaking other duties as directed by management

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