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Helpdesk Operative

Job LocationNewcastle Upon Tyne
EducationNot Mentioned
Salary20,000 - 22,600 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Flexibility for working from homeCovering shifts from 7am - 8pmOnce every 7 weeks 10-2pm on a Sunday for double time overtime.Early shift is 7am-3.30pmLate shift is 11.30-8pmMiddle shift yet to be finalised - all on rotationHelpdesk & Facilities AdministratorTo be the first point of contact for coordinating operational activities for the business. This multi-skilled role you will be handling all external and internal switchboard telephone calls to the client following call protocols, dispatching appropriatelyand to the agreed standard. Also deal all calls and emails to our clients internal operations helpdesk logging and reporting faults and issues, taking bookings for the 9th floor meeting room suite and conference facilities and liaising with other functionsto deliver associated services. To provide admin support and being responsible for updating various databases integral to the business.To provide a 5-star customer service offering, with standards in place and maintained. Embodying a culture of customer focused services, with an open-mind and adaptable approach to working. Working with the facilities manager to raise current levels of servicedelivery and customer expectations within our blue-chip outsourced facilities management contract at a top ten global law firm.Your responsibilities will include:

  • Announcing all incoming switchboard calls to partners and fee earners.
  • Reporting all faults on Concept Evolution system, such as heating/air con, plumbing, floods, general maintenance of the building, cleaning and catering requests and lift breakdowns for all floors including its tenants.
  • Booking out desks for staff in the London and Newcastle offices.
  • Liaising with all key stakeholders to coordinate a range of operational processes to support the clients requirements.
  • Maintaining user profiles for new starters and leavers. Managing details of all users in Smart Stream (HR system).
  • Providing Concept Evolution reports and monthly figures as requested and for monthly KPIs.
  • Sending emails to all London staff and the tenants as required from the operations helpdesk.
  • Responding to and operating in-house emergency procedures as necessary.
  • Driving operational efficiencies and promote best practice when undertaking daily activities.
  • Coordinating services through a range of IT systems / software applications.
  • Ensuring a very high standard of accuracy and completeness when inputting data.
  • Performing in line with contracted service level agreements.
  • Liaising with suppliers and other departments to ensure any operational issues are managed accordingly i.e., catering, maintenance, logistics and business services.
  • Taking responsibility for prioritising and processing bookings from email and telephone contact as required, using Condeco room booking system. Processing all requests for meeting rooms, catering and audio-visual facilities. Ensuring all other service providersare aware of room set ups, catering changes, room changes and cancellations.
  • Obtaining sufficient information from the client / end-user upon receiving requests to ensure requirements are met
  • Identifying users who impact service delivery through poor planning, communication or through making unreasonable demands and address professionally to ensure a positive outcome.
  • Liaising with event organisers and clients to ensure all requirements are fulfilled.
  • Liaising remotely with onsite teams for room set-ups.
About youYou are digitally savvy, can build lasting client relationships. You will have a similar role in a facilities management background and be hungry to grow your career and enjoy the opportunities the company has to offer.

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