Facilities Helpdesk Coordinator

Job Description

The facilities helpdesk coordinator is responsible for dealing with internal customer enquiries and to provide day-to-day assistance to callers from London and to provide administrative support to Estates and Facilities as directed by senior management.Client DetailsOur client are a public sector organisation who occupy a large commercial building open to the public in Kings Cross near Camden. You will be working as part of their real estate and property who are responsible for over 1 million square feet of floor space.DescriptionAs a Facilities Helpdesk Coordinator your responsibilities will include:

• Receive and respond proactively to service requests from internal customers
• Decide appropriate priorities for response balancing customer needs and defined priorities
• Record instructions and raise work orders against relevant service partners on Maximo/Concept Computer aided Facilities Management (CAFM) systems
• Monitor the clearance of work orders by Service partners through Maximo/Concept To ensure that all implemented procedures are being carried out effectively across all areas of Estates
• Proactively track & report progress and completion of work orders to customers
• Compile data on service-related matters (eg call response times, meeting room bookings to assist senior managers with decision making
• Compile data relating to contractor performance etc recorded in CAFM systems to assist senior managers with decision making
• In the event of service failure, initiate escalation and recovery processes; actively seeking solutions to complaints by using own initiative and ensure actions taken are timely and relevant
• Act as administrator of Rendezvous Room & resource booking software to book meeting rooms and associated services/ (eg catering, IT and a/v equipment, furniture setup)
• Administer the long-term hire lockers for readers (record keeping, issuing of renewal letters, key issue, general customer service)
• Deploy temporary and permanent signage eg for vending faults, events, Piazza closures
• Call-out of office equipment maintenance contractors to repair breakdowns (copier, printers)
• Expected to demonstrate a willingness to take on a range of tasks and to develop new skills, as appropriate, in own or other departments/directorates to support the delivery of the Librarys services as required by line management

ProfileThe Facilities Helpdesk Coordinator must be able to demonstrate, from previous employment and experience, clear evidence of the following.

• At least 1 year of facilities helpdesk scheduling experience
• Ability to deal with people in person, on the phone and in writing in a professional manner over a continuous and sustained period
• Ability to empathise with customers and provide re-assurance through various channels of contact
• commitment to excellence in service delivery and customer satisfaction
• Excellent IT skills including highly competent use of relevant application software - administration of database programmes or CAFM systems; MS Outlook/Calendar, Excel;
• competent in MS Word, Powerpoint; Training will be given on Maximo/Concept CAFM systems, Rendezvous room & resource booking software
• Excellent communication - verbal, and interpersonal skills necessary to develop and sustain effective relationships with internal customers
• Self starter and self motivator, attentive to accuracy and detail

Job OfferThe successful candidate will be paid a competitive hourly rate of up to £15.00 per hour total pay and will be expected to start within a weeks notice.

Keyskills :
Customer ServiceHelpdeskSchedulingRepairs