Helpdesk Operative

2 weeks ago

London, United Kingdom Hammersmith & Fulham Council Full time

At Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. Within the Economy department, our ambition is to be 'ruthlessly financially efficient' in everything that we do, to ensure that our residents and services are receiving the best value for money whilst challenging old-fashioned thinking, unfairness and removing waste where possible.

We are seeking an enthusiastic and well organised individual to provide support to the Corporate Facilities Management team in delivering a customer focused, proactive and high-quality management service across the civic portfolio. You will work interacting closely with team members in carrying out administrative tasks to ensure the team achieves all Service Level Agreements in line with business requirements and will be the first point of contact for building occupiers, enquiries from other services and agencies. You will have some experience of dealing with financial affairs, such as interrogating, reconciling and paying any services related invoices and be a confident user of IT packages to record, monitor and capture financial expenditure as well as management of system-based reports.

Our mission is to be the best council. To do this we need the best people to help build our vision. If you’re looking to develop your career in a fast-paced, professional environment whilst making a difference, then we look forward to hearing from you.

Please refer to the Role Profile for more information.

**Role Responsibilities**:

- Proactively managing the Facilities Management Helpdesk repairs inbox.
- Ensuring that matters of urgency and sensitivity are prioritised, dealt with and brought to the attention of the senior manager in a timely manner.
- Providing a professional, efficient and effective service delivery experience to both internal and external customers.
- Recording and distribution of service calls onto the helpdesk database and utilising the council’s helpdesk software.
- Capturing job requirements from clients effectively and writing problem definitions and clear instruction to engineers and specialist contractor.
- Monitoring the progress of jobs ensuring the database is maintained with the latest information.
- Provide a professional, efficient and effective service delivery experience to both internal and external customers.

**People Values**:
How we act defines who we are. At the heart of our organisation is a common approach to defining ‘who we are’. We are looking for people who can build this into everything they do.

**We are fair**

We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.

**We are caring**

We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.

**We are collaborators**

We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.

**We are driven**

We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.

**Recruiting for Attitude**:
Your skills and ability are important however, we recruit as much for attitude as we do experience. We are looking for people who have the following attributes:
**Complex problem-solving**
The ability to work within a complex system and find simple solutions and outcomes that deliver real change.

**Critical thinking**
The ability to challenge the norms through evidence-based approaches using both numerical and critical reasoning and thinking. You can rationalise decision-making and form views quickly and soundly from a range of sources.

**Creativity**

**People management**
You can get the best out of people. You have a coaching-style and drive through a commitment to personal and professional development. You are clear in your expectations and have exceptional feedback from your team about their working environment. You recognise and support people as individuals.

**Coordinating with others**
You have the knack of working well with others. You have an appreciation of your own presence and approach and can demonstrate how you have developed and continue to develop how you work with others. You can also recognise how others work, think, and feel to get the most out of collaboration.

**Emotional intelligence**

**Judgement and decision making**

**Negotiation**
You can demonstrate an understanding of the range of skills and techniques required to successfully negotiate with a range of other partners. This includes understanding how to structure and undertake successful negotiation on an organisational-wide level.

**Service orientation**
You must be unequivocal in your commitment and drive for outstanding service delivery. Both in terms of the quality of products and work delivered as we

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