Helpdesk operative

Location: London | Salary: £25,000 | Posted: 10 Oct 2023 | Closes: 7 Nov 2023 | Job Type: Full Time and Permanent | Business Unit: UK Facilities Management | Region / Division: UK Ireland | Reference: 14658 ROLE RESPONSIBILITY: HELPDESK OPERATIVE Salary: £25,000 per annum Working Hours: Permanent, Full Time, 40 hours per week (Mon - Fri) Location: Trinity Buoy Wharf, E14 0JW Excellent Company benefits including Contributory Pension About us As a leading Facilities Management company, G4S FM improves the lives of millions of people across the UK and Ireland by creating productive, safe and smooth working environments. We support the efficient delivery of front line services in critical environments for the private sector, national and local government agencies. The Tower Hamlets Schools (THS) PFI Contract covers 24 schools in East London and is part of a wider PFI contract, covering Facilities Management contracts in London and the Midlands. About the role We have an exciting opportunity for a Helpdesk Operative to join our friendly team working on the Tower Hamlets School (THS) PFI contract based at Trinity Buoy Wharf. This is a full time role working 40 hours per week, Monday to Friday. As Helpdesk Operative you will support the Customer Services Team Leader (Help Desk) management team with administrative duties and operate the Help Desk to ensure that service requests and other enquiries from G4S customers and employees are dealt with professionally and that all SLA standards are met. Responsibilities 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. Meet and greet visitors, issue and collect passes, inform client personnel of their arrival and direct them to the required destination. Answer emails and calls promptly and in a professional manner, providing accurate information to callers and refer enquiries to the appropriate individual or body as required using the agreed communication lines. Record customer requests on the correct CAFM system format, ensuring information is passed to the appropriate department and monitored to completion. Liaise with the Security team as required and to ensure all keys and radios are kept secure and signed to authorised personnel only. Manage all incoming and outgoing post including parcels and to inform client personnel that post and/or parcels have arrived on site. Manage transport bookings including the allocation of pool cars and pool bikes in line with client policy. Supervise contractors as and when required. Undertake general administration including photocopying, filing and auditing ensuring all service standards are met. N.B The duties and responsibilities listed within this job description are not exhaustive and the job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary from time to time. THE IDEAL CANDIDATE: Essential Previous work on a busy, professional Help Desk or reception. Administrative support experience. IT literate in MS Office/Google Chrome. Good written and verbal communication skills. Good organisational and interpersonal skills. Accurate record keeping. Calm and patient under pressure. Able to work without supervision to varying deadlines. Ability to handle complex enquiries. Benefits While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below; 33 days holiday (inclusive of bank holidays). Progression, training and development catered to you. Refer A Friend incentives. Company pension scheme with employer contributions. G4S Life Assurance Scheme. Subsidised healthcare plan. Charity work- Match-IT and Payroll Giving. Confidential Counselling Services. 24/7 support specialising in health and medical. Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers. #LI-EL1