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1 JOB DESCRIPTION 1. JOB TITLE: Helpdesk Supervisor 2: HRMS REFERENCE NUMBER: HRMS/HRMS ROLE CODE: FINDACO 4. DEPARTMENT: Facilities Management 5. ORGANISATION CHART: Post will report to the Head of Estates 6. JOB PURPOSE: The role holder is required to undertake high level administrative duties within the department. In addition, the role holder will act as a supervisor to the other Helpdesk Co-ordinators/Administrators. This will involve delegation and oversight of work, dealing with first line staffing and welfare problems and the training and performance monitoring of the team. The Helpdesk Hub is an interactive helpdesk function which is key to providing the University s Maintenance support across the Estate. The role holder will be required to work alongside the Maintenance Team and External Contractors to resolve Estate maintenance issues on a daily basis. This will involve the role holder using the University s internal interactive software system to record and oversee allocation of maintenance works as appropriate, feedback to stakeholders on job progression and ensure the highest level of service standards. The role holder will work with the Helpdesk Team to build upon the current infrastructure with direct reference to the Head of Estates and the Maintenance Manager to ensure service levels are maintained to the highest standard. 7. BACKGROUND INFORMATION: Facilities Management is a multi-disciplinary department providing a comprehensive estate planning and management service and a range of facilities support services, in order to ensure that the University land and property assets and related physical resources are capable of supporting the academic and other business of the University, safely, effectively and efficiently. The University estate is split across three major sites, in Chester Warrington and the recently acquired Thornton Science & Technology Park. The University owns Kingsway Buildings, a substantial development located about one mile from the main campus in Chester and which accommodates the Faculty of Arts and Media, one of seven Faculties within the University.

2 8. WORK PERFORMED AND/OR KEY RESULT AREAS: 8.1 Communicating Effectively Responsible for answering routine/complex enquiries via the interactive helpdesk function, and telephone on a daily basis from staff/students and dealing with these in a professional and swift manner. Allocating interactive helpdesk works to the relevant maintenance team member and feeding back to stakeholders in a timely manner on progress. To escalate maintenance works to the relevant team member or manager if works cannot be allocated or completed in a timely fashion and to ensure communication with stakeholder during any period where works may be delayed. Explaining complex procedures relating to the Facilities Helpdesk and Facilities Department as required to staff, students and contractors and referring complex enquiries to relevant team members To be the point of contact for external contractors attending site and ensure appropriate Health and Safety procedures are followed and ensure any contractor on site is allocated security passes for the purposes of work. To send routine correspondence via and letter to staff, students, contractors and external stakeholders when required (such as local resident groups, Faculty Heads, residential tutors) To communicate to the Maintenance Team Leader, Head of Estates, The Director s Office (and others where appropriate) any serious issues across the Estate that may affect service users (e.g. heating/lighting/water/health & safety/security issues) and to advise on measures taken to resolve. To take minutes at committees/ working groups/ formal meetings on a regular basis such as Facilities Management Meetings or Measured Term Contract Meetings. Working directly with the Head of Estates to communicate issues with the current software systems and feedback on different cost effective solutions to improve service levels. To communicate to the Helpdesk Team changes that will take place and oversee and assist the team with the implementation and monitoring of any changes. 8.2 Leadership and Working Collaboratively The role holder will be responsible for the operational line management of the Helpdesk Team and to work as an effective member of that team with responsibility for supervising and co-ordinating the work of the other members of that team. 8.3 Liaison and Networking To provide information to members of staff in the wider University or stakeholders (such as external contractors, the Local Council, Local Emergency Service) as the first point of contact within the Helpdesk Team. An active member of formal department or University committees/ meetings/ working groups to share best practice and information such as

3 the Measured Term Contractor Meetings and Facilities Management Meetings. To work with Departments and Faculties with respect to maintenance programmes that may affect the Estate and to ensure information regarding works is conveyed in a timely manner. To work with internal Facilities teams and Facilities Management to ensure that any programmes of works that may affect the Estate are communicated in a timely manner. 8.4 Delivering a High Quality Standard of Service To provide a high level of customer service to all students, staff and stakeholders (e.g. local Council, contractors, service providers) for the Department through the helpdesk function and to work with the Director s Office to improve and streamline processes where applicable. To work with the Maintenance Manager and the Head of Estates to build upon the current helpdesk function to improve service levels by looking at staffing, maintenance trends, reactive and proactive maintenance and reporting on where changes can be made to improve internal infrastructures. 8.5 Effective Decision Making When responding to queries, to take independent decisions on how to respond to queries, processes to direct to and who to refer queries to. To make collaborative decisions with colleagues within the administrative team on changes to operational processes affecting administrative operations across the department. To provide advice to Head of Estates to enable them to take a decision on purchasing, e.g. Maintenance Stock and supplies, helpdesk software 8.6 Planning and Organising Self and Others To plan and prioritise own work and to be responsible for the planning and organising of the work of the other members of the entire administrative team. To ensure that workloads for the maintenance team are effective and that targets for helpdesk works can be met in order to maintain service levels. To review and improve where necessary current working practices. 8.7 Innovation and Improvement (Effective Problem Solving) To put new approaches or preventative measures in place to avoid reoccurrence of problems that may arise. To audit the current Helpdesk System to ascertain where infrastructure improvements can be made to made to allow a smoother and more customer focused system. To market the system internally to ensure a greater take-up of interactive use and feedback to the Head of Estates on overall use of the system. To improve reporting and feedback mechanisms for the online Helpdesk Function to improve service levels. To deal with first line staffing problems, referring onto the line manager as appropriate.

4 8.8 Analysis and Research Responsible for collation and manipulation of Helpdesk data and to produce reports in order for the information to be interpreted by the Head of Estates. To analyse trends such as problem areas within the Estate or trends with reports (such as heating issues) and report back to the Head of Estates in order that appropriate action can be taken. 8.9 Sensory and Physical Demands Standard for office work but may be based outside of Facilities Management within the Maintenance/Facilities hub Work Environment Office environment with no responsibility for the health and safety of others beyond due care and advising external contractors when they arrive on site of any relevant health and safety practices required in that instance Pastoral Care and Welfare As a supervisor, to be the first point of contact for staff welfare issues and to provide advice and guidance as appropriate, referring more complex problems to the line manager Team Development To induct new members of the Helpdesk team To provide training to members of the Helpdesk team To conduct staff development interviews/ performance and development reviews for the team members Teaching and Learning Support This is not a requirement of the role 8.14 Knowledge and Experience The role holder will have sufficient knowledge or expertise to work on day to day issues in their own area without direct or continuous reference to others. See person specification, below, for more details General To undertake any other duties commensurate with your grade, and/or hours of work, as may reasonably be required of you To take responsibility for upholding and complying with the University s Equality and Diversity policies and for behaving in ways that are consistent with fair and equal treatment for all.

5 To comply with all University Health and Safety policies.

6 PERSON SPECIFICATION Job Title: Helpdesk Supervisor Department: PERSON SPECIFICATION Criteria / Method of identification Qualifications: Degree or equivalent level qualification ECDL form/ certificates form/ certificates Proven Experience: Relevant experience within an administrative role. Experience of working in a Higher Education environment Computer literacy Skills in data analysis Delivering academic and service excellence: form/ interview/ Test Interview/ Test Attention to detail Interview/ test Managing self and inspiring others: Experience of supervising the work of others The ability to prioritise own and others work and use resources effectively. Working together: High level communication skills. The ability to work effectively with others as a competent team member and co-ordinator.

7 Organisational and stakeholder awareness: Ability to solve problems in accordance with procedures. Interview/ Test Requirements are those, without which, a candidate would not be able to do the job. Applicants who have not clearly demonstrated in their application that they possess the essential requirements will normally be rejected at the shortlisting stage. Requirements are those that would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements. Method of identification is where the selection panel will match the candidate s skills and abilities to the required criteria outlined (i.e. application form, interview, test)

8 UNIVERSITY OF CHESTER TERMS & CONDITIONS OF EMPLOYMENT FACILITIES MANAGEMENT, HELPDESK SUPERVISOR SALARY SCALE University Scale OS6, points 19-22, 22,685-24,775 per annum payable monthly in arrears. HOURS OF WORK Monday to Thursday 9.00am pm Friday 9.00am pm (less one hour lunch break each day) A flexible approach to work will be required as there may be occasions when it would be necessary for you to work additional hours as dictated by the workload. HOLIDAY ENTITLEMENT 22 days per annum (pro-rata during the commencement and cessation years), rising to 27 days after five years' continuous service. Two extra statutory days per annum during the Christmas period. MEDICAL EXAMINATION Successful candidates will be required to complete an Occupational Health questionnaire, and may be required to undergo a medical examination. ESSENTIAL CERTIFICATES Short-listed candidates will be asked to bring to interview, proof of qualifications as outlined on the Job Description and Person Specification provided. Upon appointment, copies of essential certificates will be required by HRM Services. PENSION SCHEME The University operates two pension schemes for support staff: The default scheme is the Higher Education Defined Contribution Scheme (HEDCS), which is administered by Friends Life. The Cheshire Local Government Pension Scheme, to which the University is an admitted body. All support staff are entitled to participate in one of these schemes. Some staff will be automatically enrolled into a scheme, depending on their age and earnings, but if they do not wish to remain a member of the scheme, they will be entitled to opt out after enrolment. EQUAL OPPORTUNITIES The University has a policy of equal opportunity aimed at treating all applicants for employment fairly. SMOKING POLICY The University operates a No-Smoking policy. PROBATIONARY PERIOD A nine months' probationary period applies to all University posts. CLOSING DATE Candidates should apply for this vacancy via our online recruitment website ( by Thursday 4 th September 2014 quoting reference number HRMS/13310