Job Description: This position will be responsible for accepting service calls from customers – 24
hours a day, 365 days a year through assigned shift work. The duties and responsibilities listed below
are representative of the nature and level of work assigned and are not necessarily all inclusive.
• Responsible for establishing detailed work procedures and schedules for accomplishment of Service Desk operations outlined in P.W.S.
• Schedule and supervise staff who must be able to accept service calls 24 hours a day, 7 days a week, 365 days a year by providing a Facility Management Service Desk appropriately staffed.
• Train staff to prioritize calls (emergency, urgent, or routine), document calls, issue work orders, and dispatch service technicians by phone or radio, as needed.
• Train staff in contract scope of work to document and refer work outside of contract scope to the Contracting Officer’s Representative (COR) or delegate for clarification.
• Perform 100% customer call back to ensure satisfactory resolution of work orders.
• Input data to run reports from, and train staff in use of GMMS/MAXIMO.
• Provide detailed daily, weekly, and monthly reports to the Site Management.
• Dispatch personnel by phone or radio, as needed.
• Understand the contract scope of work (SOW) to document and refer work outside the contract SOW to the Site Management for guidance.
• Be knowledgeable of the Company rules and regulations as they apply to Service Desk operations, capability to work with a team, ability to work with Service Desk customers effectively and politely as well as handle emergency situations effectively.
- Minimum Preferred Experience Level:
o One (1) year experience as a Service Desk Clerk.
o One (1) year experience with Global Maintenance Management System (GMMS) software. - Knowledge, Skills, and Abilities:
o Excellent interpersonal and communication skills.
o Proficiency in Microsoft Professional software with MS Word, PowerPoint, Outlook, Access, and Internet Explorer.
