Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.
Our FM business delivers Facilities Management to homes, public and private sector bodies including Registered Providers, schools, universities and blue light statutory authorities. We pride ourselves on placing people at the center of what we do, while maintaining our values of high quality and excellent customer care.
The Role - Helpdesk Operator
Pinnacle Group are looking to recruit an enthusiastic Helpdesk Operator to be first point of contact at the University of Staffordshire (SUSV), ensuring the successful management of all jobs reported to the help desk.
Duties/Key Responsibilities
• Day to day responsibility for the helpdesk and administrative functions
• Answering of the helpdesk and dealing with general enquiries
• Log calls/tasks on the helpdesk database utilising helpdesk software (CAFM).
• Allocating work orders to internal/ external contractors
• Tracking job progress against rectification times and implementing escalation procedures.
• Report back to clients and contract staff on job progress and close out including requesting extensions where applicable
• Taking ownership of the PPM/holiday schedule & Reactive Maintenance jobs thus ensuring that all tasks are completed in line with the allocated response times.
• Dealing with general enquiries
• Reporting and recording of sickness
• Processing of overtime
• Booking and monitoring of agency staff
• Ordering of supplies
