Help Desk Administrator

An opportunity has arisen to join the Reactive Maintenance Help Desk team in the Clifton Campus. The role is to oversee the day-to-day operation of the Building Services, Maintenance Help Desk, capturing appropriate information and evaluating maintenance issues across the whole University estate. The role holder will use the online reporting system to monitor job requests, taking appropriate action and making decisions in terms of analysing the issue and assigning the task to staff or contractors. Carrying out administration tasks linked to the building services Help Desk., * To be the first point of contact for customers requesting re-chargeable jobs/small works.

• Use a computerised maintenance management system (Planon), to decide urgency, location, task, and contact details from the request source, i.e., phone conversation or e-mail communication.
• Identify problems related to building access issues and hazardous materials and taking appropriate action to address them.
• Analyse data to prevent duplication of jobs, to ensure continuation of related jobs, and ensure closure of fully completed jobs where no follow-on works have been identified.
• Analyse data to provide reports to managers on job numbers, locations, individual workloads, priorities, and work types etc.
• Take responsibility for maintenance help desk administration work, such as creating orders, closing completed jobs, processing invoices, maintaining an up-to-date filing system, or inputting timesheets for temporary workers, general typing etc.
• Monitor the live alarm system, deciding priority of alarm from information on the screen and notify the most appropriate person or department.
• Work flexibly to provide cover for other members of the team by changing working hours when needed due to annual leave or sickness absence.

Do you have experience in Microsoft Office?, * Are able to work autonomously, making accurate and decisive decisions.

• Have substantial work experience demonstrating general knowledge of good customer service and or administrative practice (i.e., processes, procedures and systems).
• Are competent use of Microsoft Office suite and be computer literate
• Have strong interpersonal and customer service skills with the ability to be discreet and protect confidentiality.
• Have significant previous experience in a similar role would be expected (especially where the post holder has multi-tasked in a busy role)
• Have NVQ 3 or equivalent OR broad vocational experience acquired through a combination of job-related vocational training and considerable on-the-job experience.