Helpdesk Operator

Job Title: Helpdesk Operator
Starting Salary: £26,835 opportunity to progress to £30,060 pa pay increase pending
Hours: 37.0
Location: Stevenage/Hybrid Working/With Fixed Rota
Contract Type: Permanent
Directorate: Resources

About the team

• The Facilities Management team keep our operational accommodation clean, safe and working efficiently; making sure that it is maintained in the optimum condition within available budgets in order for HCC staff to deliver their services
• This role reports to the Helpdesk Manager
• The Helpdesk takes on average 6,000 calls and 22,000 emails a year from approx. 800 HCC properties, triaging and directing all manner of reactive and remedial maintenance jobs issuing these out both in house operatives and / or contractors
• Core hours 8am-5pm need to be covered, Mon-Fri on a rota basis.
• Monday mandatory office day for whole Team
• Office based to cover early shifts 07.30 -16.00 and 07.45 -16.15
• Late shifts can be hybrid - 08.00 -16.30 and 08.30 -17.00. (please see attached example rota.

This role can see the postholder liaising with staff from all Directorates, contractors and sub-contractors.

About the role

• You will co-ordinate calls that are returned from the Out of Hours cover service and ensure this provision is suitable and effective
• You will respond to emergency / urgent situations that require quick and decisive decision making. Decisions you make could affect the delivery of services at a site.
• You will need to issue appropriate completion targets against all jobs issued from pre agreed criteria
• You will manage the Help Desk module on CPD ensuring all jobs and related information is accurately recorded
• You will follow financial regulations when agreeing quotes, fees and charges
• You will ensure payment applications are processed and paid in line with contractual obligations

A day in the life of Facilities Management Helpdesk includes taking a call from a Day Centre reporting a hoist not working to a member of staff being too cold (or hot) in one of the offices at our main sites. Emails requests are also monitored and can include a blocked toilet at a Youth Centre or a roof leak with water ingress through a light fitting or onto expensive electrical equipment at a Fire Station.

THIS IS NOT AN IT HELPDESK ROLE.

About you

Essential:

• Ability to handle customer inquiries and resolve issues efficiently, ensuring a positive customer experience.
• Strong oral and written communications skills
• IT literate - MS Outlook, MS Excel, MS Word, One Drive
• Good negotiating skills
• Decisive & able to make good judgement calls
• Be able to work under pressure
• Team player essential whilst being able to work alone

Desirable:

• Some technical knowledge and understanding on basic mechanical, electrical, plumbing / heating and building maintenance related issues
• Previous call centre type work would be advantageous
• Use of Corporate Property Database - training will be provided
• Understanding of financial regulations
• Understanding of H&S related requirements including SSoW, RAMS, PTW, COSHH, Hot Works
• Knowledge of Asbestos Management

This is an interactive and rewarding role working with the wider FM team to deliver services that have a positive impact on the work of HCC staff, allowing them to deliver their services in safe and well-maintained facilities.

This job role is within the Corporate Services, level CORP7 job profile. Please locate this via:

Job profiles - Corporate services

To hear more about this opportunity please contact Tisha Jardine 01992 555569 or 07825 535117 for an informal discussion about the role.

Interview Date: 27th, 28th and 30th May

Previous applicants need not apply.

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

Benefits of working for us

How to apply

As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.

Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.