Facilities Helpdesk Operator

The opportunity

The Facilities Helpdesk Operator role is responsible for providing high quality customer service to our London Office, by being the central point of contact for all building related issues. As well as managing the inbox, the operator is responsible for maintaining the CAFM system and its supporting elements. The role is an important interface with both internal teams like Office Services and Reception, and external service providers across key areas. They will be a good communicator at all levels, used to working within a corporate environment and familiar with all aspects of Facilities Management.

The Helpdesk is open 8am - 6pm Monday to Friday and is covered on a shift basis. The Operator Role shift is 10am - 6pm with the occasional flexibility to cover absence or holidays within the team.

The team
The Helpdesk Operator role sits within the administrative function of the Facilities Department (a team of 4) and reports to the London Office Manager. The wider Facilities team comprises of Office Services and Reception. We have a number of service providers including Maintenance, Cleaning, Catering and Security who manage all operations within the building.

What You'll Do

• Manage, control and monitor efficiently the day-to-day operation of the Helpdesk function.
• Effective management of all preventative maintenance (PPM) scheduling and reactive service calls, including logging of jobs, seeing through from start to completion, and escalating where appropriate.
• Update the internal client requesting facilities assistance on the status of their call, advising of any problems or issues with their request.
• Ensure all certification and supporting paperwork (works record sheets, instruction sets, plans, photos etc.) supplied is saved within the CAFM system and managed effectively within Helpdesk.
• Produce a variety of reports regularly, collation of statistics and any other adhoc reporting / analysis requested.
• Manage Helpdesk administration and facilitate training requirements. Carry out modifications and updates on system data regularly and maintain an effective filing system.
• Capture Events and associated requirements for efficient and smooth delivery of service.
• Management, uploading and amendment of asset information held in CAFM system and helpdesk operation.
• Supporting the Helpdesk Supervisor in the effective management of the CAFM and Helpdesk function.
• Liaise with external parties where required.
• Stakeholder management.
• Provide professional customer service at all times.
• Supporting the Facilities team in the management of services to the business.
• Any general administrative duties as required.

Essential
About you

• A strong sense of clients' (internal and external) needs and the ability to tailor approach to suit a wide range of supply and demand issues.
• You must have the ability and willingness to share best practice knowledge and experience.
• You will be required to adapt quickly into the team.
• A 'can-do' approach, willingness to learn and extend the role above and beyond the job description, approachability, flexibility and a practical/common sense approach is required.
• Demonstrate integrity and professionalism; show a willingness to accept accountability; possess the ability to assess and understand the wider impact of actions and stay calm in demanding situations.
• You must be a self-starter who is highly motivated. You will need to be flexible and innovative with work practices, and willing to drive own personal development initiatives.
• You will need to work proactively to maintain a high quality of service using problem solving skills. Providing supervision and motivation of direct and indirect resources to complete tasks.
• You will have strong interpersonal skills and will actively seek to introduce yourself and improve lines of communication within the departments you work with.
• Effective written and verbal communication skills.
• Working experience in a Facilities Management environment.
• Intermediate to advance IT literacy in Microsoft Office including MS Word, Excel and Outlook.
• Educated to minimum A-level standard.

Desirable

• Previous CAFM knowledge, MRI concept Evolution or MRI Go (previously FSI)

The main responsibilities of this role are outlined above; however, this description is not exhaustive, and the job holder may be required to undertake additional duties from time to time to ensure the smooth running of the department. The role may require some working outside of the main shift pattern.

If you require any assistance, please email us at

To apply, click on the 'apply' button to submit your details.

Bird & Bird opens up a world of possible for lawyers and professionals everywhere. Working for a leading international law firm like Bird & Bird means working alongside people who are truly collegiate in the way they work with everyone. We work as one global team, with over 70% of work involving people from across the firm. And that's only increasing It's this common purpose and shared approach that makes for a more productive and collaborative place to work. Your firm. Your future.

If you want to find out more,

As a disability and neurodiversity inclusive employer we want to ensure that you have a barrier-free recruitment experience at Bird & Bird. If you require any adjustments during the recruitment process, please provide details to your recruitment contact who will be in touch to discuss any details provided and understand more about your individual adjustment needs.

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