Helpdesk and Planning Analyst

Newcastle Upon Tyne, Tyne And Wear
Atalian Servest

Would you be interested to join a leading facilities management company with a reputation for excellence?

Atalian Servest is currently recruiting for a Helpdesk and Planning Analyst to join our passionate and driven team in Newcastle!

Reference: /WD/31-12/147/12

Job Title: Helpdesk and Planning Analyst

Salary: Competitive

Working Hours: Variable shift rota – 06:00 – 14:00, 14:00 – 23:00 – 40 hours per week

Location: Newcastle

Your primary responsibilities will include:

• Responsibility for the effective operational day to day delivery of the helpdesk Service to the LNER contract.
• Responsibility for the planning and scheduling of Planned service requirements including (but not limited to) Deep Cleans, Tankering, Materials and Supplies.
• Responsibility for the planning scheduling and delivery of reactive service requirement including (but not limited to) routine cleaning, specialist cleaning to LNER Assets and locations within the contract scope.
• Operational day to day delivery of a centralised reporting service for administrative reporting including (but not limited to) absence notifications, incident notifications and escalation to the relevant manager.
• Operational day to day delivery of a centralised of centralised supplies ordering service in line with the agreed process.
• Ordering of Staff Uniforms and PPE.
• Ensure that all operational changes to the LNER diagrams, programmes and schedules are monitored proactively and that changes are communicated to operational teams.
• Contribute to improving customer service by ensuring timeliness in response to queries, complaints and service requests received by the helpdesk.
• Seek and act on feedback from Internal and External Stakeholders to ensure continuous improvement of the services.
• Deliver the helpdesk service in line with KPIs, SLAs and other metrics.
• Monitor the Atalian Servest – LNER Helpdesk ensuring that all enquiries are dealt with within agreed SLA’s.
• Escalate any enquiry that you are unable to resolve to the Business Support Manager.
• Coordinate and liaise with internal and external resources or clients.
• Communication across the LNER contract ensuring information is cascaded to internal teams, the client and other internal and external stakeholders as required.
• Communicate to the operational teams any reactive requests or other operational requirements.
• Provide follow-ups and closeout of requests made to the helpdesk.
• Ensure a handover/takeover at commencement and end of shifts (where applicable).
• Update management systems, reports, databases and contractual documentation.
• Provide customer feedback to the appropriate internal teams.
• Any other helpdesk related duties that may be required from time to time.

About You:

• A proven track record Proven work experience working on a helpdesk or in a customer service call centre.
• Experience in delivering the standard for safety, quality, time, and cost.
• Customer-service-focused approach operating in an environment that requires diplomacy and tact.
• Strong interpersonal skills with an ability to operate and build credibility at all levels and with key stakeholders.
• Good diplomacy skills combined with the confidence and resilience to handle potential conflict situations.
• Ability to resolve conflicting issues and priorities.
• Able to grasp technical and operational issues and advise on solutions.
• Excellent written, verbal, and interpersonal communications skills.
• Good IT skills including use of MS Office applications and tools.
• Organisation skills for meeting deadlines and supporting others to do the same.
• Relationship building, Customer Care, Self-development, Leadership, Decision-making techniques, Problem-solving, Initiative/lateral thinking, HSE experience, Interpersonal, Planning and Organisational Skills, I.T. Skills.
• Experience of managing /motivating people.
• Experience of working in a large complex organisation.
• Understanding of railway diagrams.
• Experience of working in a transport environment.

Benefits:

• Paid Holiday.
• Employee Referral Scheme.
• Learning and development opportunities.
• Supportive working culture and future progression opportunities.
• Mobile, legal, bicycle, breakdown, and retail discounts.
• Eye test and glasses reimbursement.
• Cycle 2 work scheme.

How to apply?

If you are interested to join a business that encourages professional development, career progression and entrepreneurial spirit, then please click apply and we will be in touch soon!

*** STRICTLY NO AGENCIES ***

Atalian Servest won the IWFM Impact Award 2021 for Diversity & Inclusion.

Atalian Servest are an equal opportunity employer and are proud of the diversity represented across our business.

We actively encourage applications from talented and qualified individuals regardless of race, gender, ethnicity, religion, sexual orientation, disability or age.

The IWFM Diversity Initiative award is one of the most significant in the UK facilities management sector. Winning recognises and commends several initiatives that Atalian Servest have introduced in the last 18 months; CHROMA, Opportunity and ONE.

CHROMA is a colleague-led Diversity & Inclusion platform, comprising of three networks; LGBTQ, Physical & Mental Health and Race, Ethnicity & Faith networks. The aim of the networks, who are supported by UK & Ireland board sponsors, is to champion inclusiveness, improve company policies and governance, and to empower all colleagues to use their voice for proactive change.

Opportunity was created with one core purpose – to provide accessible and equal learning opportunities for all of our colleagues. The interactive Learner Experience Platform aims to develop our colleagues as independent, confident, and successful individuals.

Lastly, ONE is the Atalian Servest innovation challenge. Open to our 28,000 strong workforce