Description
Site Access Administrator - Customer Services/Admin/Trouble Ticketing/Remedy/MS Office- Excel/Word/Communication/Telephone
Overall Job description
- Reactive/Planned work allocation to the Field, either by manual trouble ticket assignment or through optimised automation processes within a Work Force Management system (WFM) including clarify and click scheduler.
- Review and monitor Ticket allocations through to resolution, ensuring that any escalation processes are followed. Assist resolving Engineers by the provision of additional requirements to allow work execution, including Climbing permission, Access, VRE Lift, Cherry Picker hire etc. in line with local and site specific procedures.
- Support the Field teams in updating the cells out of service excel spreadsheet on a daily basis, and record operational performance on a daily basis.
- Support the Field teams in achieving FSO KPIs, produce escalation and post failure reports when required. Provide an 'Operationally Excellent' service to both internal and external customers.
Responsibilities
- Manage the dispatch of all field resource, prioritising work in accordance with SLAs and procedures in order to meet or exceed KPIs
- Monitor and resolve Jeopardy Alerts in a timely manner; assist engineers with any requirements to execute work.
- Append all Tickets with concise, appropriate notes on activities taken to make work executable - Access Requests, Confirmation and Approval dates and times and references etc
- Comply with all FSO and Customer procedures to ensure engineer's are booked safely and legally onto site for access or climbs, securing any legal documentation required - Method Statements, Risk Assessment, Employee Certification, Insurance docs and that the Engineer is aware of any local Health and Safety Policies or procedures.
- Maintain constant telephone support to provide a quality service to the Field, FSO and client Departments and Customers.
- First point of contact for all planned work requests, to ensure prompt work allocation to the field.
- Monitor email account for information related to work requests or network issues, confirmations of access, climbs or requests for assistance from other areas of the business.
- Comply with Landlord procedures to secure Access, Climbs and Escorts. Understand the security and special clearance requirements at some sites.
- Comply with Landlord procedures to secure Access, Climbs and Escorts. Understand the security and special clearance requirements at some sites.
- Review and provide updates to open work requests, with information to support the business highlighting delays or issues preventing closure.
- Monitor work queues, assigning tickets within Dispatch SLA's, ensuring the Field resource is fully optimised.
- Support Line manager on administration tasks requests.
- Support and assist with the development of work place tools, process and procedures to increase Dispatch and FSO performance.
Technical Competencies
Essential
- Proficient in the use of MS Office
- Customer service skills in telephone handling
Desirable
- Good written and communication skills
- Experience using trouble ticketing systems