Job Responsibilities

• Providing solid technical support & advice to the Fabric Helpdesk Technical team in line with OPW Vision & Strategy and to all Regional staff, developing the service model.
• Screening all works escalated to the Regional Offices, evaluating ‘non-maintenance type works’ and keeping track of all works re-assigned to the OPW Regional Offices.
• Monitoring appointed contractors to ensure excellent service delivery.
• Promoting the use of OPW Building Fabric Apps, providing training and advice where necessary.
• Responsible for conducting planned audits and inspections of site maintenance works completed (Fabric Helpdesk Services) to ensure all works are completed to OPW requirements, compliance and appropriate standards.
• To advise on any anomalies or non-performance issues and to issue a full status report to the Helpdesk Management team on a quarterly, bi annual and annual (or as required) to ensure full compliance is be achieved.
• Responsible for regular engagement with all maintenance service providers who issue compliance certificates, to ensure their delivery of service and quality of workmanship on each system is as per OPW Specifications and requirements.
• Reviews and checks of remedial/minor work supplier quotations, recommendations to ensure they are both valid and necessary, but also, that they represent value for money and quality where they are deemed appropriate.  They must also be compliant with OPW Specifications, terms and conditions of contract and all legislative/statutory requirements.
• Ability to effectively chair and participate at meetings to clear agendas with senior representatives from Client Departments and service providers.
• Support the OPW management team in the ongoing review and development of the Help-Desk processes and procedures.
• To liaise and fully support the (management and technical staff) in the delivery of Building Fabric Maintenance and providing support to all Regional offices.
• Providing clarity around priorities and goals, ensuring best in class service is provided.
• Ensuring effective working relationships between all stakeholders in the best interest of service delivery.
• Management, assessment of and reporting on service level KPI’s ensuring appropriate delivery of SLA’s.
• To effectively manage and oversee service day-to-day issues within the Delivery of Service, and other assignments as appointed.
• Evaluate all aspects of the service and make recommendations on improvements where possibly identified.
• Providing solid support on all emergency, urgent matters when they arise & to the Head of Property Maintenance as required.
• Ensuring all communications and requests for Technical Support from within OPW (Regional Offices) and or Client Departments are completely actioned in a timely and efficient manner.  Escalation of issues to the OPW management team should be fully inclusive in as far as possible before engagement..
• Ensuring procurement is managed in the appropriate way as per OPW Policy.
• Ensuring all relevant H&S requirements are fully implemented and ensuring compliance with requirements of OPW Helpdesk H&S Policy, including appointment of Project Supervisor Construction Stage (PSCS) on all jobs where required.
   

Key Requirements

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• Have a recognised third level qualification (Level 7 or above) in engineering or related field, or, served a recognised apprenticeship within the building trades.
• Experience of working in building maintenance services at management level for a minimum period of 10 years, excluding any apprenticeship.
• Possess a clear operational understanding of a Help Desk delivered service within a building services maintenance environment.
• Excellent working knowledge of building maintenance best practice within the industry.
• To demonstrate a clear understanding of problem solving, technical analysis and procurement.
• Excellent communicator & Team Player.
• Possess a proven high level ability and working knowledge of computer systems, support package, TriRiga, MPro5, Tableau; (Word, Excel, Access & MS Project). It will be a requirement to develop a high level of proficiency with OPW Helpdesk Apps which have been developed to support the service.
• Quality management system controls essential.
• Possess a full driver’s license.