Help Desk Operator

Overview

The Help Desk Operator is responsible for the creation and assignment of work orders to the various departments and subcontractors within the Trillium Line Project. Operators use radio, telephone, and email to communicate with the TOCC, colleagues, and subcontractors, ascertain defect information, and accurately input it into the Maintenance Management and Performance Reporting System (MMPRS). Once defect information is ascertained, the Operator reviews the defect to establish the KPM impact or identify a repeat failure, liaises with relevant departments, and ensures timely rectification to mitigate KPM penalty risk. If a defect cannot be rectified on the first attempt, a temporary work order request is drafted and negotiated with the client until approval. Operators work closely with YCC Controllers and may progress to the YCC Controller role after training. This position is not safety critical but fitness for duty is required for progression.