Facilities Helpdesk Assistant

Description
About Kirkland & Ellis
At Kirkland & Ellis, we don't just meet the standard for legal excellence — we set it. Our culture is built on teamwork, ingenuity and an unwavering commitment to continuous growth. We tackle the most sophisticated legal challenges with bold ideas and innovative solutions, powered by the exceptional experience and ambition of our 7,000+ people, including 4,000+ attorneys, across 22 offices worldwide. Our dedicated professionals share our lawyers' commitment to excellence and show up each day to do meaningful work that helps drive global business, investment and innovation forward.

Position Overview
We are seeking a proactive and detail-oriented Facilities Helpdesk Assistant to support the day-to-day operations of our Facilities Services team. In this role, you will be responsible for entering service requests into the facilities management system, accurately routing them to the appropriate teams or vendors, and diligently tracking their progress to ensure timely completion. Your strong organizational skills and commitment to follow-through will play a key role in maintaining a responsive and efficient facilities environment.

The post holder must have excellent prioritisation and planning skills and will be responsible for providing an efficient, client focused and professional service to partners, staff and clients.

This description is not all-inclusive and other duties may be required from time to time. The post holder recognises this and is expected to adopt a flexible approach. This job description will be reviewed periodically and is subject to change by management and/or Human Resources in accordance with organisational needs. Any major changes will be discussed with the individual.

Position Responsibilities

• Monitor and respond to Facility Helpdesk e-mails and telephone queries in professional, timely and appropriate manner, logging all requests into the facilities management system, ServiceNow and Invida.
• Monitor each request to ensure timely resolution, communicate with the appropriate team and end user to ensure they are aware of the request status. Close each request on completion.
• Arrange contractor access to the building, obtain required information and communicate appropriately.
• Support the Facilities Supervisor as and when required with vendor management and soft services provision.
• Assist with departmental administration; proactively record and action Facilities Services processing issues as they arise.
• Communicate effectively with other departments, including hospitality, IT, AV and Guest Services.
• Be familiar with basic procedures, main contractors/suppliers, and all external key contacts.

Qualifications
Education, Work Experience, Skills

• Previous experience in a similar administrative/customer service role; demonstrated ability to undertake the above responsibilities.
• Exceptional customer service and administration skills.
• A methodical approach, an aptitude for accuracy and exemplary attention to detail.
• Self-motivated, enthusiastic and professional.
• Excellent planning and organisational skills, with experience of working under pressure.
• Confident in a client facing environment, with good presentational skills and natural gravitas.
• Ability to communicate and work efficiently with clients and employees at all levels, both internally and externally.
• Excellent written and spoken English, telephone etiquette, and verbal and communication skills.
• Ability to cope with conflicting demands and challenging situations, to handle multiple priorities and meet deadlines.
• Ability to prioritise duties and work effectively under pressure, while remaining calm and professional at all times.
• Ability to manage sensitive and sometimes confidential information.
• Flexible attitude.
• Reliability, committed and punctual.
• Professional attire and demeanour.

Technologies/Software

• Excellent IT skills including experience with facilities management systems.
• Knowledge of Microsoft Office applications.
• Online room booking system experience (such as EMS) a plus.
• Service management applications experience (such as ServiceNow) a plus.