One of the most prestigious Libraries in the work is in need of a Helpdesk to support its Estates department. This role is to start ASAP for an 8-12 week period initially 

Role: Helpdesk and Facilities Operator 
Location: St Pancras, London
Duration: 8 - 12 weeks - possibly longer
Working Hours: Monday to Friday - 8:30 am to 5 pm 
The role is fully on site

Job purpose: 

To deal with internal customer enquiries and to provide day-to-day assistance to callers from London and Boston Spa requiring estates and facilities services including meeting room bookings and refreshments, use of audiovisual equipment, and reporting of faults and breakdowns.

To provide administrative support to Estates and Facilities as directed by senior management. 

Key areas of responsibility

• Provide excellent Customer Services for Estates and facilities with service users
• Provide the first point of contact for internal customers requiring services by telephone, by email, or calling in person
• Ensure accuracy and reliability of the information given to internal customers
• Ensure accuracy of the information placed on computer-aided facilities management software
• Proactively track & report progress and completion of work orders to customers
• Provide timely feedback to customers on faults & breakdowns

Main tasks

• Receive and respond proactively to service requests from internal customers
• Decide appropriate priorities for response balancing customer needs and define priorities
• Record instructions and raise work orders against relevant service partners on Maximo/Concept Computer-aided Facilities Management (CAFM) systems
• Monitor the clearance of work orders by Service partners through Maximo/Concept To ensure that all implemented procedures are being carried out effectively across all areas of Estates
• Proactively track & report progress and completion of work orders to customers
• Compile data on service-related matters (eg  call response times, meeting room bookings to assist senior managers with decision making
• Compile data relating to contractor performance etc  recorded in CAFM systems to assist senior managers with decision making
• In the event of service failure, initiate escalation and recovery processes; actively seek solutions to complaints by using own initiative and ensure actions taken are timely and relevant 

Minimum Competencies required 

The post holder must be able to demonstrate, from previous employment and experience, clear evidence of the following.

• Ability to deal with people in person, on the phone and in writing in a professional manner over a continuous and sustained period
• Ability to empathise with customers and provide re-assurance through various channels of contact
• commitment to excellence in service delivery and customer satisfaction
• Excellent IT skills including highly competent use of relevant application software - administration of database programmes or CAFM systems; MS Outlook/Calendar, Excel;
• Competent in MS Word, Powerpoint; Training will be given on Maximo/Concept CAFM systems, Rendezvous room & resource booking software

We are holding interviews ASAP