Facilities Helpdesk Operator

Career Legal; London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading law firm in London is seeking a Facilities Helpdesk Operator to provide essential customer service and manage building-related inquiries. The ideal candidate has strong problem-solving skills, experience in Facilities Management, and proficiency in CAFM systems and Microsoft Office. This role offers a dynamic work environment with a focus on client needs and service quality.

Qualifications

• Strong sense of clients’ needs.
• Ability to tailor approach to various issues.
• Experience in Facilities Management environment required.
• Intermediate to advance IT skills needed, especially in MS Office.

Responsibilities

• Manage and monitor the Helpdesk function effectively.
• Handle preventative maintenance scheduling and reactive service calls.
• Update clients on status of their requests.
• Produce reports and collate statistics for analysis.
• Administer Helpdesk operations and facilitate training.

Skills

Customer service

Problem solving

Interpersonal skills

IT literacy

Tools

Microsoft Office

CAFM systems

Job description

My client, a leading international law firm based in the City, are seeking a Facilities Helpdesk Operator to join their Facilities team with a shift of 10am – 6pm.

THE ROLE

The Facilities Helpdesk Operator role is responsible for providing high quality customer service to the 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 systems. The role is an important interface with both internal teams like Office Services and Reception, and external service providers. They will be a good communicator at all levels, used to working within a corporate environment and familiar with all aspects of Facilities Management.

DUTIES

• 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 supplied is saved within the CAFM system and managed effectively within Helpdesk.
• Produce a variety of reports regularly, collation of statistics and any other 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.
• Liaise with external parties where required. Supporting the Facilities team in the management of services to the business.

THE CANDIDATE

• A strong sense of clients’ needs and the ability to tailor approach to suit a wide range of supply and demand issues.
• You must have the ability to share best practice knowledge and experience. 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 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.
• Working experience in a Facilities Management environment.
• Intermediate to advance IT literacy in Microsoft Office including MS Word, Excel and Outlook.
• Previous CAFM knowledge

Please apply today for immediate consideration!