ABOUT LOUGHBOROUGH UNIVERSITY FACILITIES MANAGEMENT

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1 ABOUT LOUGHBOROUGH UNIVERSITY FACILITIES MANAGEMENT HELPDESK ASSISTANT A ROTATING SHIFT PATTERN OF WORKING 2 DAYS (18.5 HOURS EXACT DAYS THURSDAY AND FRIDAY) ONE WEEK AND 3 DAYS (22.2 HOURS' EXACT DAYS WEDNESDAY, THURSDAY AND FRIDAY) THE NEXT WEEK JOB REF: REQ15166 MARCH 2015 As part of the University s ongoing commitment to redeployment, please note that this vacancy may be withdrawn at any stage of the recruitment process if a suitable redeployee is identified. Job Description Job Grade: Administrative Services, Grade 4 Responsible to: Helpdesk and Reception Co-ordinator 1. Main Function To provide a high standard of customer care to support the busy operation within the Helpdesk. This will include providing a front line support service via telephone, and face to face to all University customers. To assist with the implementation and maintenance of the developing service management system. To undertake a wide range of administrative and reception duties including the use of various databases. 2. Duties and Responsibilities To receive telephone calls, messages and other requests for assistance and enter the information into a Service Management system. To issue job cards to relevant personnel for actioning.

2 In the event of an emergency to take ownership and action, to ensure the desired outcome is achieved in the most effective manner, this is wide ranging and could include people being stuck in a lift which would require immediate attention. To liaise with trade s staff on the processing and progression of works. To collate and compile weekly charges for wages and overtime. To calculate the charges for maintenance works to enable recharging to the appropriate budgets. To liaise with Facilities Management Direct Services and Direct Labour staff in the preparation of information for the planned and preventative maintenance schedules and work instructions. To collate and input data in connection with the planned preventative maintenance, in house and contracted out work. To liaise with trade s staff on the processing and progression of works to ensure that information is recorded accurately and works progressed and completed in a timely manner within the appropriate Service Level Agreement. To act as a point of contact for any system queries post implementation and to be available to provide assistance and support to SMS users as required. To assist with the implementation and development of a new Service Maintenance System. To produce specific reports as and when requested. To welcome and deal with visitors professionally and courteously. To provide cover for other administrative staff within Facilities Management during periods of absence across a number of different locations. To maintain general awareness of work being undertaken by the section in order to accurately and quickly deal with enquiries, emergencies and the like arising from telephone calls or personal visits to the office. Any other related tasks as may be delegated from time to time. To understand and implement Health and Safety policies and requirements for yourself and others, commensurate with your level of responsibility within the Department to enable you to discharge your other duties and responsibilities safely.

3 3. Communication To work as an active member of the team liaising with staff to ensure service objectives are achieved, whilst providing professional and efficient customer experience. To provide information when required over a radio communication system. 4. Training To attend appropriate personal development courses. To demonstrate a willingness to adopt new procedures and undertake further training when required. 5. Authority To issue information to departmental staff in the event of an emergency and the absence of other senior staff. Such other authority specifically delegated. 6. Functional Contacts All Academic Departments. Line managers and colleagues within the Facilities Management. Visitors, staff and students. Contractors. 7. Standards of Performance Requests for work are accurately entered into the system and issued for action. To adhere to the Facilities Management Service Level Statement. Emergency requests have been actioned immediately. Typing is executed accurately. Personal objectives are being achieved. Customers are dealt with in a courteous manner. Satisfactory customer feedback is received. Personal ownership is taken for all requests for assistance. 8. Person Attributes Team Worker. Flexible. Listener. Communicator. IT skills. Problem solving.

4 9. Special Conditions Identity badges will be worn at all times by the employee during working hours. To adhere to current Facilities Management and University Equal Opportunities policies. Will be required to wear a uniform supporting the professional image of Facilities Management.

5 FACILITIES MANAGEMENT PERSON SPECIFICATION Job Title: Helpdesk Assistant Job Grade: Administrative Services, Grade 4 Experience Essential Desirable Stage to be Assessed Previous experience in All to be the construction or assessed at engineering industry. stage 1 Previous administrative experience. Previous experience of working in a customer orientated environment. Skills and Abilities Previous experiences of working with Microsoft excel and databases. Ability to work within an active, working trade s environment. Customer services qualification. All to be assessed at stages 1 and 3 To possess tact and diplomacy. Ability to prioritise work loads. Ability to multi-task and work under pressure. Ability to work efficiently, accurately and methodically. To possess excellent key board and IT skills. To be a team worker. Education and Qualifications To have a flexible approach. Minimum GCSE (or equivalent qualification) in Mathematics and English. IT to IBT2 or equivalent in Excel, Access and Word. NVQ level 3 in Administration. 1 1

6 Training RSA 2 or equivalent in typing or word processing. A willingness to adopt new procedures when required. 1 1, 3 Health and Safety Other Demonstrate evidence of having undertaken further training. Attendance at In-house basic Health and Safety induction. To observe the University s Equal Opportunities Policy. IOSH Working Safely 1 day course. 1, 3 1, 3 3 Stages in Assessment: 1. Application Form 2. Selection Test 3. Interview Conditions of Service This is a part-time, open-ended position, the hours of work are as detailed below: A rotating shift pattern of working 2 days (18.5 hours exact days Thursday and Friday) one week and 3 days (22.2 hours' exact days Wednesday, Thursday and Friday) the next week. Salary will be on Administrative Services Grade 4, 19,083 to 22,685 pro rata per annum, at a starting salary commensurate with experience and qualifications. The appointment will be subject to the University's normal Terms and Conditions of Employment for Operational and Administrative staff, details of which can be found at: Informal Enquiries Informal enquiries should be made to Lisa Lapham, Customer Services and Helpdesk Manager, by at: or by telephone on: +44 (0) Application The closing date for receipt of applications is 5 April 2015.

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