Facilities Helpdesk Operative

2 months ago

Sutton, United Kingdom London Borough of Sutton Full time

About the Role

● Responsible for the coordination of all planned and reactive services within remit, detailed planning of work with service managers and supply chain. 

● To log calls/jobs on the helpdesk database (TF Cloud) where calls/jobs may be received by telephone, e-mail or other electronic media. 

● Allocate work orders on TF Cloud to either internal FM teams or to the Council’s supply chains, for example the Mechanical & Engineering or Building Fabric contractors. ● To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification, to enable trend analysis. ● Take ownership of the reactive work schedules and ensure that all tasks are completed in line with requirements. 

● To ensure all specialist contractor details are accurately stored in TF Cloud ● Track job progress against predetermined KPIs including maximum allowable response and rectification times and implementing escalation procedures. 

● Produce reports from TF Cloud data in the formats required for KPIs and the FM management teams 

● Operate a paper based system to complement TF Cloud including back-up systems to ensure the helpdesk can function at all times. 

● Reporting back to staff and contractors on job progress and closing work orders on TF Cloud. 

● To handle and actively resolve any issues according to the Customer Complaint process. ● Invoicing and billing including all transactions for the FM business, covering tenants, partners, occupiers and third party organisations who purchase and use council FM services. 

● To develop and maintain a good understanding of the core TF Cloud application, the facilities management services provided to customers, and all relevant processes and procedures. 

● Be aware of the business continuity plan for the part of the business you work in and the backup systems. 

● Communication correspondence such as emails, telephone calls and letters are followed up / completed as required. 

● Updating site specific files and other documentation as necessary. 

● Assist in training of new FM staff regarding the help desk and TF Cloud.

About Us The Facilities Management Service leading the way in multidisciplinary and collaborative FM working, to combine the skills and
attributes of our workforce with a commitment to provide a professional and customer focussed FMservice, working in partnership with our contractors. As we continue to improve our services this isa particularly challenging and rewarding time for Facilities Management as it reaches therealisation of a new operating model, supporting the goals of our wider organisation.

About You

 Experience in an FM role (allocating and managing work orders etc) or similar customer service / IT role. 

Experience of service desk / call centre processes and workflow.  Need to work flexibly, including out of hours, weekends and evenings and occasionally with short notice if the need arises. Our Offer To You

As an organisation that values and nurtures talent, we’re committed to helping you fulfil your potential and will offer you a supportive, friendly and collaborative environment to grow and develop your career and skills. We’re constantly striving to improve our ways of working so putting your ideas across - however big or small - will be fully encouraged and supported by your colleagues and our dynamic and experienced management team.

In addition, we offer a modern and flexible working environment for our staff, supported by our IT infrastructure, including Google Chromebooks and Google Apps. Our Flexible Working - Smarter Working Scheme embraces new ways of working. It provides improved work life balance for our staff as it allows staff to work from a variety of locations and staff are not required to work within the office 5 days a week.

Employees have access to a wide range of benefits, some of which include:

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

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