Fm Helpdesk Administrator

**Job description**

**Company name: Mitie Care + Custody**

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**Job Title: FM Helpdesk Administrator**

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**Reporting to (position) : Maintenance Supervisor**

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**Salary: £26,375.00 circa per year (Mon - Fri at 40 core hours per week)**

Our values and behaviours

An individual's belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.

Job objectives and responsibilities
- To provide an effective and efficient helpdesk and administration service to FM Services, including being the first point of contact for all FM queries and requests.
- To operate and update the FM systems used to manage and control all FM activities

Main duties and accountabilities
- Provide comprehensive administrative support to FM Services ensuring that work is completed accurately, effectively and efficiently so that the office runs smoothly at all times.
- Operate the helpdesk function and act as the first point of contact for the department, dealing with queries and job requests logging and updating details on the FM management system
- Escalating incidents to the FM team, the Authority and third parties as detailed in the escalation procedure to ensure prompt resolution.
- Produce and distribute, as required, documents, reports and information in a timely manner consistent with the Authority's requirements and company standards of efficiency and accuracy.
- Create and maintain manual and computer records and files, including PPM and reactive maintenance systems, such that records are up to date and information can be accessed readily.
- Take minutes of meetings and circulate agendas so that contents of meetings are accurately recorded and circulated and participants and others informed.
- Maintain diaries; arrange appointments, meetings, travel and accommodation as required.
- Type and compose letters on matters as required in order to support the efficient administration of FM Services.
- Screen incoming communications, answer routine questions, take messages and/or refer on to internal contact.
- Undertake financial administration as required including initiating Purchase Orders and verifying Invoices in line with company standards.
- Maintain comprehensive stocks of all forms, documentation and as required order equipment and materials ensuring it is available when required.

Person Specification
- Previous relevant administrative experience is required.
- Experienced in operating FM management systems is desirable

Please see below for the Care + Custody competencies and Mitie values and behaviours that are important for this role.

Care + Custody Competencies

Delivering Excellence
- Produces high quality, accurate work to timescale
- Follows and understands Care & Custody standards and procedures
- Clearly understands consequences of not achieving standards
- Records and checks information and documentation accurately
- Maintains concentration and focus on task/job in hand
- Actively seeks ways to make improvements
- Accepts responsibility for own actions

Communication
- Is confident, clear, accurate and to the point when sharing/giving information
- Maintains eye contact when communicating
- Asks questions and probes to gain relevant information
- Summarises key relevant points
- Seeks clarification when necessary
- Listens to and carefully reads instructions and information
- Is discreet and maintains confidentiality of information
- Is polite and tactful
- Checks theirs and others understanding
- Adjusts language to the demands of the situation
- Uses non-verbal communication constructively and effectively

Safety, Dignity and Diversity
- Shows respect for others treating people fairly with dignity and consideration
- Knows the Company policy on safety, dignity and diversity
- Maintains the health, safety and welfare of self and others
- Does not discriminate against or harass others
- Challenges inappropriate behaviour and language explaining why it is unacceptable

Planning and Organising
- Is organised and structured in approach
- Prioritises and manages own time effectively
- Organises and plans own workload
- Completes tasks on time, meets deadlines

Decision Making
- Obtains checks and understands all relevant and available facts before drawing a conclusion
- Recognises the need to take action
- Uses basic rules, common sense and past experience to identify problems
- Recognises when a current situation is like a past situation
- Understands how own tasks relate to wider framework
- Assesses situations objectively

Change Orientation/Flexibility
- Is open to change and is flexible
- Is willing to try out different ideas, solutions, technologies and working practices/methods
- Adapts to changing requirements and priorities
- Quickly picks up new ideas and ways of working
- Supports and assists with implementation of new ideas
- Maintains effectiveness during rapidly changing situations or priorit