Helpdesk Operator (Facilities Management)

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Job description

JOB TITLE: Helpdesk Operator
LOCATION: Hybrid working - 3 days Office (W5 2HL), 2 days remote
PAY RATE: 18.04 PAYE / 23.33 Umbrella per hour
START DATE: ASAP
DURATION/Hours: 3-month initial contract/ 35 hours a week
IR35 STATUS: Inside

Role Purpose:

Ealing Property Services delivers comprehensive facilities services to a portfolio of around 130 buildings across London Borough of Ealing. Services include building maintenance, security and cleaning. The Property Services Helpdesk provides front line customer service and administrative support to the wider department. Customers report issues such as reactive repairs through the Helpdesk and work orders are promptly raised and correctly allocated to the appropriate Engineering discipline or sub-contractor for resolution. The Helpdesk also administers key sub-contractors encompassing preparation of statutory compliance schedules, allocation of works, document management and job closure, allowing the organisation to monitor performance and demonstrate building compliance.

Duties:

• Providing excellent customer service to EFM stakeholders through the Helpdesk operation
• Raising, updating, and closing work orders on Computer Aided Facilities Management (CAFM) systems (Concerto) in a timely manner, allocating work orders to all parts of the PS team, including Engineers, Security, Cleaners and Subcontractors across the estate.
• Preparation of Planned Preventative Maintenance (PPM) and statutory testing schedules including planning, scheduling, and assisting with booking PPMs with sites, and use of compliance monitoring platforms (Concerto).
• Updating CAFM system daily, including processing of PPM documentation when received.
• Actively manage work delivery through liaison with the Helpdesk Team Leader, Building Services Manager and the Property Services team. This includes updating maintenance schedules, chasing outstanding specialist contractor works and PPMs and assisting with audit information for stakeholders.
• Monitor service levels and update completion information ensuring this information is available to the Helpdesk Team Leader for collation within regular management reporting.
• Facilitate and support meetings for managers including accurate minute taking, preparing agendas and supporting presentations.

Skills:

• Previous experience in Facilities Management or a property-related field, ideally in a Helpdesk environment
• Excellent Customer Service skills
• Knowledge of telephone systems and IT systems, including Computer Aided Facility Management systems such as Concerto
• Knowledge of the varying types and classifications of maintenance carried out by maintenance staff and contractors.
• Experience of working in a fast moving and reactive service-oriented culture
• Experience in work allocation or work control.
• Self-motivated, able to manage workload and work as a part of a team.
• Excellent communication skills across all mediums including face to face and over the telephone.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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