Helpdesk Administrator and Asset Analyst

at  London City Airport

The Helpdesk Administrator and Asset Analyst is responsible for the planning and dispatching of reactive tasks, processing of passes as well as general running of the helpdesk.
Monthly reports are to be provided to management regarding asset performance and task overview, with general assistance provided to internal requests for drawings & documentation.

SPECIALIST SKILLS & KNOWLEDGE:

• Continuously learns from experiences. Seek out feedback and development opportunities. Build awareness of strengths and development needs. Share knowledge and experiences with others.
• Proactively evaluates own skills and knowledge
• Identifies own strengths and areas for development
• Asks for and accepts feedback about own performance in the job
• Willingly takes on and learns new skills
• Share knowledge and experience
• Builds upon and learns from others
• Computer literate familiar with Microsoft Excel, Word and PowerPoint (Essential)
• Excellent written and verbal communication skills (E)
• Ability to deliver results often through others (E)
• Developing systems (records, working systems etc) (E)

Personal Characteristics :

• Strong communication across all levels (E)
• Innovative (Desirable)
• Leadership (D)
• Professional (E)
• People person (E)
• Collaborative, team player (E)
• Attention to detail (E)
• Organised and methodical (E)
• Able to work under own initiative(E)
• Ability to work under pressure and to deadlines(E)

MAIN TASKS AND RESPONSIBILITIES:

• Give excellent customer service to staff and contractors raising queries or calls to the Desk
• Allocate calls logged within the CMMS system (maintenance software) to the in-house workforce and/ or contractors as appropriate
• Regularly liaise with contractors and on-site engineers to ensure all work is carried out in a timely manner as per expectations
• Prioritise tasks and job requests received
• Accepting incoming customer calls and enquiries via company switchboard system
• Arrange dates for visits with maintenance and inspection contractors as well as manage the payment process making sure Purchase Orders are raised and Goods Receive Notes are logged when the jobs are completed (Microsoft Dynamics 365)
• To actively chase and drive the outstanding calls within the helpdesk following relevant contractual processes, to ensure contractors comply with relevant SLAs – feed into Contracts Manager
• Raise work authorisation tickets (Info Exchange)
• Monitor open tasks and ensure all the work orders are closed accordingly
• Provide general administration assistance and other duties as required
• Helpdesk operations to include phone and computer work, generating reports and general office duties
• Raise full and temporary passes (Airport Gateway) ensuring all contractors on site follow CAA security regulations
• Upload service report information to the contracts management folder (SharePoint)
• Keen approach to taking on wider department requirements
• Provide assistance with document searches (SharePoint & Aconex)
• Undertake monthly (& periodic) analysis of all tasks raised on CMMS (including planned maintenance tasks)
• Show willingness to learn and develop asset management skills within the wider department as part of long term development plan – learn to administer CMMS, raise planned maintenance tasks
• Assist with documentation requests (Aconex & SharePoint)

SECURITY RESPONSIBILITIES:

• Pay due care and attention to security procedures both on and off site to ensure the safety of yourself and others
• Ensure security legislative requirements are complied with (such as instructed during initial and annual refresher General Security Awareness Training, GSAT)
• Not to undertake any tasks or functions that will compromise the security of self, others or the organisation and to ensure that any acts that are witnessed that appear to breach security procedures are challenged immediately
• Ensure any acts which are believed to breach security procedures are reported through the Security Incident reporting scheme and to the relevant managers