Helpdesk Operative

**JOB TITLE**:
**Helpdesk Operative (Facilities Management)**

**LOCATION**:Greenford (Hybrid working)

**PAY RATE**:£16.82 per hour paye / £22.04 per hour umbrella

**DURATION/HOURS**: 3 months (possible extension)/ Mon-Fri 35 hours (8am - 5pm rota basis)

**START DATE**: ASAP
***

**Role purpose**:

- The purpose of the Helpdesk Operator role is to work as part of a team providing excellent customer service to clients of Ealing Facilities Management (EFM).
- The Helpdesk comprises front line staff who support EFM on a day-to-day basis and are the first point of contact for many stakeholders. They support the broader team in administration of service requests including planned and reactive maintenance services across the
- In addition to providing excellent customer service and timely responses to queries, the role requires management of related documentation, production of planned maintenance schedules and accurate data collection.

**Key accountabilities**:

- Providing excellent customer service to EFM stakeholders through the Helpdesk operation
- Raising, updating, and closing work orders on Computer Aided Facilities Management (CAFM) systems (Atrium) in a timely manner, allocating work orders to all parts of the FM 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 (Alcumus)
- Updating CAFM system daily, including processing of PPM documentation when received
- Actively manage work delivery through liaison with theHelpdesk Team Leader, Building Services Manager and the Facilities Management team. This includes updating:

- Maintenance schedules, chasing outstanding specialist contractor works and PPMs and assisting with audit information for stakeholder
- Monitor service levels and update completion information ensuring this information is available to the Helpdesk Team Leader for collation within regular management reporting
- Accurate data collection from customers and other member of the FM team to help inform the Facilities Management service, and use of this data to report back to the Facilities Managers on outstanding jobs
- Facilitate and support meetings for EFM managers including accurate minute taking, preparing agendas and supporting presentations
- Provide feedback and ideas on Helpdesk processes and strive for continual service improvement

***

**Knowledge & experience**:

- Excellent customer service skills in order to capture stakeholder requests and provide professional customer feedback on the status of reactive jobs and planned work
- Computer literate with a sound knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Relevant experience within property and Facilities Management
- Knowledge of the varying types and classifications of maintenance carried out in Facilities Management operations
- Experience of working in a fast moving and reactive service-oriented culture.
- Experience in work allocation or work control.
- Self-motivated and being able to manage workload
- Ability to work as a part of a team and direct colleagues as appropriate
- 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.

To speak to a recruitment expert please contact Rebecca Evans