Facilities Helpdesk Administrator
About The Role
The Facilities Helpdesk Administrator report to the EMEA Shared Services Manager. Their role is to manage, administer and keep the ticket systems up to date on an ongoing basis across multiple EMEA sites.
Key Responsibilities
- To provide dedicated facilities helpdesk function, primarily focusing on providing the highest standard of FM and customer service to the client.
- Provide admin support for the FM management team.
- Provide cover for the goods in/ mailroom in times of holiday or sickness.
- Essential Duties and Responsibilities
- The Helpdesk is directly accountable for the following typical activities:
- Provide the highest standard of client and customer focus through the facilities helpdesk.
- Provides administrative support to the Facilities Manager/Senior Facilities Manager and client, as well as supporting other managers as required.
- Ensure all customer requests are delivered within agreed service levels including meeting room, catering, cleaning, courier mail and printing requests.
- Assist in compiling data/ statistics for the monthly client governance report.
- Assisting in preparation of monthly reporting & performance measurement of operational services.
- Acknowledges role as management office "ambassador". Ensures that the Companies’ image is reflected through proper telephone and email procedures, and quality service. Greets guests and visitors to the management office and effectively deals with their concerns by exhibiting a professional, mature, courteous, gracious, and efficient manner.
- Mail services including business mail, personal mail, and couriers.
- Be the subject matter expert for all first line facilities questions or queries, be knowledgeable of all our services, the processes around them and the agreed completion times.
- To support a team spirit within the guest services team. To recognise the importance of teamwork in achieving the departmental objectives and to contribute effectively.
- Be able to carry out mailroom/ goods in duties as required.
- Maintain a documented lost property process control.
Additional Duties and Responsibilities
- Responsible for initiating and closing purchase orders. Maintains purchase order file for invoice back-up in anticipation of receipt of invoices for accounts payable processing.
- Assists Facilities Manager and other team members in preparing Standard Operating Procedures manuals.
- Coordinates response to more complicated user service requests and assures follow-up.
- Assures compliance with Jones Lang LaSalle policies, procedures, and standard practices.
- Take responsibility for booking Training Courses for all staff.
- Willingly contribute to the overall contract objectives, responding effectively to new directives
Key Skills
- Outstanding customer service skills and orientation
- Experience in a hands-on role working within an facilities environment
- Ability to multi task and maintain professionalism at all times under stressful situations without supervision
- Proficient in MS Office, in particular Excel, and Outlook, and possess excellent written and verbal communication and people skills
- Previous experience of working in a fast-paced, corporate multi-national environment
- Must be able to demonstrate flexibility in relation to type of works carried out and availability
Experience
- 2-4 years previous facilities administration or helpdesk experience
- Experience in administrative role working within a facilities, events, hospitality, social media environment and environment
#MW