Helpdesk Administrator

Job Profile Information**:Helpdesk Administrator - Corporate Facilities Management**

**This supplementary information for Helpdesk Administrator is for guidance and must be used in conjunction with the Job Capsule for Job Family Business Services at Job Level 2 Zone 2**

**Camden Way Category 2**

**It is for use during recruitment, setting objectives as part of the performance management process and other people management purposes. It does not form part of an employee’s contract of employment.**

**Role Purpose**:
Represent the Council by providing the first point of contact with customers in ensuring Camden’s buildings are repaired and maintained to high standards, enabling services to be delivered from buildings which are safe, comfortable and serviceable. The role is responsible raising reactive repair and planned work requests on the IT systems. Providing high quality customer servicing ensuring the customer is kept fully informed of works throughout the process. The role will also be responsible for providing administrative support across the team to assist the team objectives of providing a high quality and cost effective service.

**Key aspects of the role**:

- Enter data onto the helpdesk system accurately with the required detail, ensuring the appropriate priority level is given to work orders dependant on risk and to allocate works to the correct contractor or internal resource.
- Co-ordinate works with customer and resource effectively ensuring all parties are kept informed of attendance times.
- Track and monitor the progress of works, ensuring that service level agreements (SLA’s) are adhered to by resources, that the customer is kept informed of progress at all times and that the system is kept updated in ‘real’ time from start through to completion.
- Dealing with all customer queries to a high standard and escalating issues where necessary.
- Upload relevant documentation including but not limited to invoices, material receipts, Camden engineers and contractors work sheets onto relevant system and entering any required data onto FM system accurately.
- Provide general administrative support to the team as directed by management. Items to include but not limited to raising Purchase Orders, taking meeting minutes, updating contact lists, typing up worksheet information onto FM system and keeping work rotas up to date.
- Providing basic reports as required from the FM system including weekly updates to be sent to customers and monthly performance reports.
- Type up quotations as directed by colleagues.
- Working as part of a wider Helpdesk team on rota to cover core hours of operation between 08:00 and 18:00 Monday to Friday

**Example outcomes or objectives that this role will be responsible for delivering**:

- Ensure delivery of the repairs service is met in line with Camden’s Customer Service Standards.
- Proactive working with stakeholders to ensure repairs and planned preventative maintenance (PPM) are allocated effectively and safely, taking ownership of the whole process, using a robust and pro-active approach to Risk and Health & Safety. Ensure works are prioritised and key performance indicators are achieved in line with the service level agreement (SLA) at all times.
- Ensuring that the FM system is updated at all times and information is ‘live’.
- Actively contributes to increase in customer satisfaction with repairs service.
- Risks are reported and escalated appropriately; for example, to ensure that every possible action is taken to ensure buildings do not have to close or operate in poor or unsafe conditions because of maintenance failures.
- Health & Safety and Statutory Compliance issues are recognised, resolved or escalated.

**People Management Responsibilities**:
No management responsibilities

**Relationships and accountabilities**:

- The postholder is wholly accountable to senior management for the areas of responsibility assigned to them - which will be a combination of service standards and relationships with Corporate and Commercial properties, schools and other cross-service objectives.
- The post-holder will work closely with engineers, contractors, customers, supervisor, building services engineers and FM management.
- Communication with engineers will consist of real time allocation of repairs, progress updates and information gathering during progress and on completion to update the repairs IT systems. As the first point of contact there will be an element of problem solving on a repair by repair basis or on a larger scale.
- The postholder will be required to work closely with Repairs Team Supervisors and the specialist sub contractors to ensure that works are given to correct priority rating and the reasons for this are understood and adhered to by all parties.
- Provide a service focussed on delivering a high quality customer experience to ensure the repairs service is responsive to the needs of Camden’s Corporate, Commercial and educatio