Helpdesk Operator
Role details
Job location
Tech stack
Job description
Working as a member of Estates & Facilities Management (EFM), you will provide high quality support to the EFM Helpdesk. The Helpdesk team provide a central service for administering enquiries and requests for a number of prime functions between EFM and all other University Departments. This large team supports the University across the Campus. Whilst the role will be based primarily in the Helpdesk offices it is essential to work collaboratively with other members of the administrative team and participate in general duties and cross-functional activities for the benefit of the department based in other areas. The main duties of this post include handling enquiries, inputting incoming jobs on the system and maintaining the Planon Facilities Management Database. You will manage the issuing of keys to University staff and departments. You will also maintain and update both staff and student card access requests. You should have a proactive approach to work and a positive attitude to change and improvement showing commitment to Integrated Management System (IMS) principles. Main duties and responsibilities
- Responsible for operating the EFM Helpdesk system, providing the link between Estates and all other
- University departments.
- Respond to telephone calls and email from University departments.
- Use the Planon system to log and check the status of maintenance requests and report the progress.Follow up the progress of jobs with EFM team members and external contractors.
- Managing and operating the University key control system database and take requests from departments for key/lock changes and replacements. Assess the technical requirements of lock types and arrange manufacture through external suppliers.
- Responsible for the day to day administration of card access requests for buildings from designated requestors.
- Manage approvals and authorisation for access requirements and configure door access requirements as directed by Project Managers and Departments.
- Control emergency and holiday lockdown procedures for all card access doors.
- Administer the Control of Contractors procedure in line with University requirements.
- Produce weekly KPI figures based on the Helpdesk tasks.
- Assist with the continuous management of systems to aid the organisation in the flow of work for the team, and liaise with team members, colleagues from other teams in EFM and the wider University to progress works.
- Record information, create orders and produce reports on the Planon Facilities Management System for direct labour staff, contractors and colleagues.
- Participate in the development and delivery of improvement initiatives within the framework of the EFM Integrated Management System (IMS).
- Effective communication skills, at team, department and University level, including written and verbal including use of electronic mail.
- As a member of our Professional staff you will be expected to demonstrate a commitment to the professional behaviours set out in the Sheffield Professional Framework. Please follow this link for further information: Sheffield Professional Framework.
- As a member of staff you will be encouraged to make ethical decisions in your role, embedding the University sustainability strategy into your working activities wherever possible.
- Carry out other duties, commensurate with the grade and remit of the post
Requirements
Do you have experience in Organizational skills?, We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more., Educated to GSCE Level, or equivalent qualifications or experience. Essential Application/interview High levels of IT literacy (including Microsoft Word and Excel, Google, Self-motivated with a flexible and enthusiastic approach to work, and the ability to work as part of a team or on own initiative. Essential Application/interview Proven experience of working in a helpdesk, reception or similar customer facing role. Essential Application Experience of operating a Maintenance Management System or similar FM Maintenance Management system for recording requests and enquiries, placing orders and delivering hard and soft FM services. Desirable Application/interview A commitment to delivering a high standard of customer care, whilst managing expectations and dealing with in-person, telephone and email enquiries. Essential Application Ability to analyse and solve problems with an appreciation of longer- term implications. Essential Application Ability to assess priorities, plan and progress work activities and organise resources according to strict deadlines. Experience of adapting own skills to new circumstances and new challenges. Essential Application Demonstrable organisational skills with attention to detail and experience of maintaining and managing confidential information with discretion (and have familiarity with the Data Protection Act).
Benefits & conditions
- Flexible working opportunities, including hybrid working for some roles.
- Generous pension scheme.
- A wide range of discounts and rewards on shopping, eating out and travel.
- A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women's and Parent's networks).
- Recognition Awards to reward staff who go above and beyond in their role.
- A commitment to your development access to learning and mentoring schemes;
- A range of generous family-friendly policies
- paid time off for parenting and caring emergencies
- support for those going through the menopause
- paid time off and support for fertility treatment
- and more
