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Facilities Support Specialist

2 months ago

Nottingham, Nottingham, United Kingdom JLL Full time

About the Role

The Facilities Helpdesk Administrator will report to the EMEA Shared Services Manager and be responsible for managing, administering, and keeping the ticket systems up to date on an ongoing basis across multiple EMEA sites.

Key Responsibilities

  • Provide dedicated facilities helpdesk function, focusing on delivering the highest standard of facilities management and customer service to clients.
  • Provide administrative support to the facilities management team.
  • Provide cover for the goods in/mailroom in times of holiday or sickness.
  • Essential Duties and Responsibilities
    • Manage and maintain the facilities helpdesk, ensuring timely delivery of services and meeting client expectations.
    • Provide administrative support to the facilities manager and client, as well as supporting other managers as required.
    • Ensure all customer requests are delivered within agreed service levels, including meeting room, catering, cleaning, courier mail, and printing requests.
    • Assist in compiling data/statistics for the monthly client governance report.
    • Assist in preparing monthly reporting and performance measurement of operational services.
    • Acknowledge the role as a management office ambassador, ensuring the company's image is reflected through proper telephone and email procedures, and quality service.
    • Manage mail services, including business mail, personal mail, and couriers.
    • Be the subject matter expert for all first-line facilities questions or queries, be knowledgeable of all services, processes, and agreed completion times.
    • Support a team spirit within the guest services team, recognizing the importance of teamwork in achieving departmental objectives and contributing effectively.
    • Carry out mailroom/goods in duties as required.
    • Maintain a documented lost property process control.

Additional Duties and Responsibilities

  • Initiate and close purchase orders, maintaining purchase order files for invoice backup in anticipation of receipt of invoices for accounts payable processing.
  • Assist facilities managers and other team members in preparing Standard Operating Procedures manuals.
  • Coordinate responses to more complicated user service requests and assure follow-up.
  • Assure compliance with Jones Lang LaSalle policies, procedures, and standard practices.
  • Take responsibility for booking training courses for all staff.
  • Contribute to the overall contract objectives, responding effectively to new directives.

Key Skills

  • Outstanding customer service skills and orientation.
  • Experience in a hands-on role working within a facilities environment.
  • Ability to multitask and maintain professionalism at all times under stressful situations without supervision.
  • Proficient in MS Office, particularly Excel, and Outlook, and possess excellent written and verbal communication and people skills.
  • Previous experience working in a fast-paced, corporate, multi-national environment.
  • Demonstrate flexibility in relation to the type of work carried out and availability.

Experience

  • 2-4 years of previous facilities administration or helpdesk experience.
  • Experience in an administrative role working within a facilities, events, hospitality, or social media environment.