The post is based at Headquarters. Flexible working hours are required to meet the needs of the business.

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1 Facilities Service Desk Assistant Role Profile Grade: Scale 3 Reports to: Facilities Service Desk Administrator Role Code: Location: Essex Police Headquarters Responsible for: No Staff Supervisory Responsibility Special requirements The post is based at Headquarters. Flexible working hours are required to meet the needs of the business. Essential: Experience of operating in a Service Desk environment or relevant equivalent that evidences that the post holder has the ability to perform the role. Desirable: Administration qualification or relevant experience that evidences that the post holder has the ability to perform the role. Experience in the use of Computer Aided Facilities Management System, Estates & Facilities Management Technical Administration, General computer literacy and a good working knowledge of Microsoft Excel and Word. Main Purpose of the role This post is responsible for the administration and operation of the Facilities Service Desk providing technical support, liaising with contractors, customers and Facilities Staff. The Service Desk provides for fault/repairs reporting, seeking and obtaining quotations for planned and reactive maintenance works, raising work instructions to contractors and In-House facilities staff, dealing with queries and updating progress on works, approving works and payments to contractors and dealing with overdue/outstanding reports. The role incorporates the administration and housekeeping of the CAFM System and assisting with the upkeep of Estates Portfolio data and records, Asbestos Registers, Supplier Management incorporating vetting of contractors and other data and records as the system is developed. Main Responsibilities/Accountabilities To operate the Facilities Service Desk and provide technical support, liaising with Contractors, Customers and Property Services Staff in relation to all repairs/faults associated with Building Maintenance and Services for all properties within the Essex Police District. To assist in the monitoring of all work progress to ensure compliance of third party maintenance providers and liaise with Customers providing progress reports in accordance with Service Level Agreements. To maintain the CAFM Help Desk, updating progress of jobs, approving works and the approval of

2 payments to Contractors via the SAP Finance System, dealing with queries and overdue/outstanding works, invoice certifications and service records. To provide assistance with all Planned and Minor Improvement Works by arranging for quotations to be obtained via the CAFM Help Desk and raising Work Instructions for approved works and setting up appropriate Project Logs. To assist in the maintenance of the Service Desk Procedures Manual. To arrange the technical administration of the functions and arrangements for security vetting of contractors, checking compliance under competent contractor and undertake performance management reviews of contractors. To provide cover and support for the team as required, to enable the Service Desk to operate in line with Business Centre opening times and operational requirements. To provide technical support services to the Assistant Business Services Manager, as required, on allocated projects to update the CAFM Estates Portfolio Management Database, including annual maintenance of Asbestos Registers, Planned Preventative Maintenance Programmes and regular Information Management Surveys and Reports. Personal Qualities Public Service Leadership Professionalism Demonstrates a real belief in public service, focusing on what matters to the public and will best serve their interests. Understands the expectations, changing needs and concerns of different communities, and strives to address them. Builds public confidence by talking with people in local communities to explore their viewpoints and break down barriers between them and the police. Understands the impact and benefits of policing for different communities, and identifies the best way to deliver services to them. Works in partnership with other agencies to deliver the best possible overall service to the public. Openness to change Positive about change, adapting rapidly to different ways of working and putting effort into making them work. Flexible and open to alternative approaches to solving problems. Finds better, more cost-effective ways to do things, making suggestions for change. Takes an innovative and creative approach to solving problems. Service delivery Understands the organisation's objectives and priorities, and how own work fits into these. Plans and organises tasks effectively, taking a structured and methodical approach to achieving outcomes. Manages multiple tasks effectively by thinking things through in advance, prioritising and managing time well. Focuses on the outcomes to be achieved, working quickly and accurately and seeking guidance when appropriate. Acts with integrity, in line with the values and ethical

3 Decision Making Working with others standards of the Police Service. Takes ownership for resolving problems, demonstrating courage and resilience in dealing with difficult and potentially volatile situations. Acts on own initiative to address issues, showing a strong work ethic and demonstrating extra effort when required. Upholds professional standards, acting honestly and ethically, and challenges unprofessional conduct or discriminatory behaviour. Asks for and acts on feedback, learning from experience and developing own professional skills and knowledge. Remains calm and professional under pressure, defusing conflict and being prepared to step forward and take control when required. Gathers, verifies and assesses all appropriate and available information to gain an accurate understanding of situations. Considers a range of possible options before making clear, timely, justifiable decisions. Reviews decisions in the light of new information and changing circumstances. Balances risks, costs and benefits, thinking about the wider impact of decisions. Exercises discretion and applies professional judgement, ensuring actions and decisions are proportionate and in the public interest. Works co-operatively with others to get things done, willingly giving help and support to colleagues. Is approachable, developing positive working relationships. Explains things well, focusing on the key points and talking to people using language they understand. Listens carefully and asks questions to clarify understanding, expressing own views positively and constructively. Persuades people by stressing the benefits of a particular approach, keeps them informed of progress and manages their expectations. Is courteous, polite and considerate, showing empathy and compassion. Deals with people as individuals and addresses their specific needs and concerns. Treats people with respect and dignity, dealing with them fairly and without prejudice regardless of their background or circumstances. Core Responsibility Area Managing the organisation Technical Activity Gather information to support action Gather information from a range of sources in order to support action. Ensure the information is obtained ethically and in accordance with relevant legislation and policy Analyse information Analyse a range of information noting patterns and trends. Present the results in an appropriate format Provide customer service Provide and promote service to customers in a professional manner in line with organisational policy and legislative requirements Process telephone calls

4 Process information and enquiries sensitively and professionally in line with Charter Standards and organisational policy. Finance and resources Administrative support 1153 Maintain effective payment systems Use suitable systems in order to make or receive payments efficiently, in accordance with contractual obligations and organisational policy Maintain a record management system Record, store and supply information in accordance with organisational policy and legislative requirements Input, retrieve and present data using a computer Enter information correctly using an appropriate computer system, in accordance with legislative requirements and Force Policy and present information in a suitable format and supply to relevant personnel Prepare and print documents using a computer Present information accurately and in an appropriate format using a computer. Comply with organisational procedures Photocopy, present and distribute documents Photocopy and present documents in an appropriate format, complying with local requirements, legislation and organisational policy Review, retain and dispose of records and information Review, retain and dispose of records in accordance with organisation policy and relevant legislation Organise and record meetings Prepare, organise and record details for organisational meetings.

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