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Helpdesk Support Specialist

2 months ago

Sutton Coldfield, Birmingham, United Kingdom London Borough of Sutton Full time

About the Role

As a key member of the London Borough of Sutton's Facilities Management team, you will play a vital role in ensuring the smooth operation of our facilities. Your primary responsibility will be to coordinate and manage all planned and reactive services within your remit, working closely with service managers and supply chain partners to deliver exceptional results.

Key Responsibilities

  • Coordinate and manage all planned and reactive services, including the allocation of work orders to internal teams or external contractors.
  • Accurately record all information necessary to resolve reported service requests, incidents, and complaints, including classification to enable trend analysis.
  • Take ownership of reactive work schedules and ensure all tasks are completed in line with requirements.
  • Ensure all specialist contractor details are accurately stored in our facilities management system.
  • Track job progress against predetermined KPIs, including maximum allowable response and rectification times, and implement escalation procedures as needed.
  • Produce reports from system data in the formats required for KPIs and management teams.
  • Operate a paper-based system to complement our facilities management system, including backup systems to ensure continuity.
  • Report back to staff and contractors on job progress and close work orders in the system.
  • Handle and resolve issues according to our customer complaint process.
  • Invoice and bill for facilities management services, covering tenants, partners, occupiers, and third-party organizations.
  • Develop and maintain a good understanding of our facilities management system, services provided to customers, and relevant processes and procedures.
  • Be aware of our business continuity plan and backup systems.
  • Communicate with stakeholders through correspondence, including emails, phone calls, and letters, as required.
  • Update site-specific files and documentation as necessary.
  • Assist in training new facilities management staff on the help desk and facilities management system.

About Us

The London Borough of Sutton's Facilities Management Service is a leading provider of multidisciplinary and collaborative facilities management services. We combine the skills and attributes of our workforce with a commitment to provide a professional and customer-focused service, working in partnership with our contractors. As we continue to improve our services, this is a particularly challenging and rewarding time for facilities management as we realize the benefits of a new operating model, supporting the goals of our wider organization.

About You

  • You will have experience in a facilities management role or similar customer service/IT role.
  • You will have experience of service desk/call centre processes and workflow.
  • You will be able to work flexibly, including out-of-hours, weekends, and evenings, and occasionally with short notice if the need arises.

Our Offer To You

We are committed to helping you fulfill your potential and offer a supportive, friendly, and collaborative environment to grow and develop your career and skills. We strive to improve our ways of working, and we encourage you to share your ideas, however big or small, with your colleagues and our dynamic and experienced management team.

We offer a modern and flexible working environment, supported by our IT infrastructure, including Google Chromebooks and Google Apps. Our Flexible Working - Smarter Working Scheme provides improved work-life balance for our staff, allowing them to work from a variety of locations and not requiring them to work in the office five days a week.

We offer a wide range of benefits, including:

  • Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
  • Flexi-time (Please note, this applies to roles at grades 1-9 only)
  • Three volunteering days per year in Sutton
  • Comprehensive learning and development programme
  • Local and national discounts for shopping, eating out, and leisure activities
  • Interest-free season ticket loans
  • Local Government Pension Scheme
  • Car parking scheme
  • Bicycle loan facilities and cycle to work scheme
  • Zip car scheme
  • Free eye tests and contribution towards glasses
  • Confidential wellbeing and counselling support
  • Subsidised gym membership