Facilities Helpdesk Operative

Our local authority client based in South West London are urgently seeking an experienced Facilities Helpdesk Operative.

**Job Description - Facilities Helpdesk Operative**

We are looking to recruit a number of **Facilities Helpdesk Operatives** to work within our Property and FM team, the main purpose of the role will be to receive calls from customers and tenants, update a CAFM system with relevant notes, assign work order directly to engineers and approved service contractors and to follow up withsuch team to ensure each work order is closed down in a timely manner. Working hours will be based on a shift rota covering Monday to Friday and possibly weekends.

The post holders will undertake call centre activities so should be highly computer literate and be able to work under pressure and to work in the most effective manner.

**Key Responsibilities**
- To communicate effectively with customers, both internally and externally for the capture, recording and distribution of service calls onto the helpdesk database utilising the council’s helpdesk software.
- To capture job stories from clients effectively and write problem definitions that will provide clear instruction to engineers of the scope of the work in hand
- Identifying the cause of problems clients call in and ensuring any health and safety issue that may impact an engineer’s ability to complete the job are captured in the job story
- To allocate tasks to internal scheduling teams or external resource effectively
- Provide a professional, efficient and effective service delivery experience to both internal and external customers
- To achieve individual performance targets and support the team/department in achieving broader performance goals

**Key Skills and Qualifications**
- Experience of working with computerised data management systems
- Previous experience in a similar customer focused service role
- Evidence of working within and supporting a team to achieve excellent customer service
- A relevant Customer Service NVQ/Diploma (or experience in a similar environment)
- Excellent telephone manner, with strong verbal and written communication and interpersonal skills
- Ability to create and maintain effective working relationships
- Demonstrable IT literacy with Microsoft Office, particularly Excel & Outlook
- Demonstrable accurate data entry skills with excellent attention to detail

**Desirable**
- Previous experience with Helpdesk systems software, preferably Technology Forge
- Previous background in Facilities Management