help desk technician Harmondsworth, England
Job description
Job description
Company name: Mitie Care + Custody
Job Title: FM Helpdesk Administrator
Reporting to (position) : Maintenance Supervisor
Salary: £26,375.00 circa per year (Mon – Fri at 40 core hours per week)
Our values and behaviours
An individual's belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.
Job objectives and responsibilities
- To provide an effective and efficient helpdesk and administration service to FM Services, including being the first point of contact for all FM queries and requests.
- To operate and update the FM systems used to manage and control all FM activities
Main duties and accountabilities
- Provide comprehensive administrative support to FM Services ensuring that work is completed accurately, effectively and efficiently so that the office runs smoothly at all times.
- Operate the helpdesk function and act as the first point of contact for the department, dealing with queries and job requests logging and updating details on the FM management system
- Escalating incidents to the FM team, the Authority and third parties as detailed in the escalation procedure to ensure prompt resolution.
- Produce and distribute, as required, documents, reports and information in a timely manner consistent with the Authority's requirements and company standards of efficiency and accuracy.
- Create and maintain manual and computer records and files, including PPM and reactive maintenance systems, such that records are up to date and information can be accessed readily.
- Take minutes of meetings and circulate agendas so that contents of meetings are accurately recorded and circulated and participants and others informed.
- Maintain diaries; arrange appointments, meetings, travel and accommodation as required.
- Type and compose letters on matters as required in order to support the efficient administration of FM Services.
- Screen incoming communications, answer routine questions, take messages and/or refer on to internal contact.
- Undertake financial administration as required including initiating Purchase Orders and verifying Invoices in line with company standards.
- Maintain comprehensive stocks of all forms, documentation and as required order equipment and materials ensuring it is available when required.
Person Specification
- Previous relevant administrative experience is required.
- Experienced in operating FM management systems is desirable
Please see below for the Care + Custody competencies and Mitie values and behaviours that are important for this role.
Care + Custody Competencies
Delivering Excellence
- Produces high quality, accurate work to timescale
- Follows and understands Care & Custody standards and procedures
- Clearly understands consequences of not achieving standards
- Records and checks information and documentation accurately
- Maintains concentration and focus on task/job in hand
- Actively seeks ways to make improvements
- Accepts responsibility for own actions
Communication
- Is confident, clear, accurate and to the point when sharing/giving information
- Maintains eye contact when communicating
- Asks questions and probes to gain relevant information
- Summarises key relevant points
- Seeks clarification when necessary
- Listens to and carefully reads instructions and information
- Is discreet and maintains confidentiality of information
- Is polite and tactful
- Checks theirs and others understanding
- Adjusts language to the demands of the situation
- Uses non-verbal communication constructively and effectively
Safety, Dignity and Diversity
- Shows respect for others treating people fairly with dignity and consideration
- Knows the Company policy on safety, dignity and diversity
- Maintains the health, safety and welfare of self and others
- Does not discriminate against or harass others
- Challenges inappropriate behaviour and language explaining why it is unacceptable
Planning and Organising
- Is organised and structured in approach
- Prioritises and manages own time effectively
- Organises and plans own workload
- Completes tasks on time, meets deadlines
Decision Making
- Obtains checks and understands all relevant and available facts before drawing a conclusion
- Recognises the need to take action
- Uses basic rules, common sense and past experience to identify problems
- Recognises when a current situation is like a past situation
- Understands how own tasks relate to wider framework
- Assesses situations objectively
Change Orientation/Flexibility
- Is open to change and is flexible
- Is willing to try out different ideas, solutions, technologies and working practices/methods
- Adapts to changing requirements and priorities
- Quickly picks up new ideas and ways of working
- Supports and assists with implementation of new ideas
- Maintains effectiveness during rapidly changing situations or priorities
- Makes suggestions to improve practices, systems and procedures at work
- Questions existing methods constructively with the aim of improving service delivery
Resilience/Drive
- Picks up problems, takes the initiative and deals with them without unnecessarily passing upwards
- Consistently delivers what is required to deadline
- Recognises importance of meeting objectives
- Bounces back after setbacks
- Keeps difficulties in perspective
- Accepts challenging work
- Seeks feedback on performance and constructively accepts it
- Evaluates own performance
- Accepts responsibility for own development
Working within the Mitie values and behaviours
People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different.
Trustworthy -
We do what we say we will
How we behave…
- We treat all colleagues with respect
- We challenge people when they don't do the right thing
- We welcome advice from anyone that might improve what we do
- We are open and honest
- We think safety and always follow rules for safe working
Helpful -
We go out of our way to make a difference
How we behave…
- We work with each other to achieve the best for clients and for Mitie
- We share information to help colleagues succeed
- We build great relationships
- Our first response to requests will always be positive
- We look out for each other, never walking by unsafe actions or situations
Inspiring -
We help others to be the best they can be
How we behave…
- We support and encourage each other to develop
- We lead by example
- We set clear expectations
- We listen to and learn from others
- We learn from mistakes and incidents to prevent recurrence
Passion Take our people, add their passion, and you get something really special.
Spirited -
We give it everything we've got
How we behave…
- We do good things for each other, the environment and the community
- We appreciate diversity and encourage it
- We demonstrate team spirit
- We are committed to doing things better and setting new standards in all that we do
- We take pride in what we do and have fun doing it
- We celebrate success and say thank you
Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.
Pioneering -
We do things that excite and amaze
How we behave…
- We bring new ideas to the way we do things
- We are willing to try new things
- We encourage and support innovation
- We consider things from other peoples' points of view
- We embrace new thinking and technologies
- We build health & safety into everything we do
Health and Safety responsibilities
- Follow Group and company policies and procedures at all times;
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
- Use all work equipment and personal PPE properly and in accordance with training received;
- Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Note & Benefits
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
Flexibility to cover weekends when required.
Package:
Starting salary of £26,375.00 Circa per year
Monday- Friday 40 hours to be worked per week as per contract
Generous pension contribution
Health care benefits
Free food from the canteen at lunch
On-site parking
Company shares scheme with discounted rates available
Overtime available subject to work time directive
Upskilled for any training or courses provided and paid for by the company
Prepared June 2014
Job description
Company name: Mitie Care + Custody
Job Title: FM Helpdesk Administrator
Reporting to (position) : Maintenance Supervisor
Salary: £26,375.00 circa per year (Mon – Fri at 40 core hours per week)
Our values and behaviours
An individual's belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.
Job objectives and responsibilities
- To provide an effective and efficient helpdesk and administration service to FM Services, including being the first point of contact for all FM queries and requests.
- To operate and update the FM systems used to manage and control all FM activities
Main duties and accountabilities
- Provide comprehensive administrative support to FM Services ensuring that work is completed accurately, effectively and efficiently so that the office runs smoothly at all times.
- Operate the helpdesk function and act as the first point of contact for the department, dealing with queries and job requests logging and updating details on the FM management system
- Escalating incidents to the FM team, the Authority and third parties as detailed in the escalation procedure to ensure prompt resolution.
- Produce and distribute, as required, documents, reports and information in a timely manner consistent with the Authority's requirements and company standards of efficiency and accuracy.
- Create and maintain manual and computer records and files, including PPM and reactive maintenance systems, such that records are up to date and information can be accessed readily.
- Take minutes of meetings and circulate agendas so that contents of meetings are accurately recorded and circulated and participants and others informed.
- Maintain diaries; arrange appointments, meetings, travel and accommodation as required.
- Type and compose letters on matters as required in order to support the efficient administration of FM Services.
- Screen incoming communications, answer routine questions, take messages and/or refer on to internal contact.
- Undertake financial administration as required including initiating Purchase Orders and verifying Invoices in line with company standards.
- Maintain comprehensive stocks of all forms, documentation and as required order equipment and materials ensuring it is available when required.
Person Specification
- Previous relevant administrative experience is required.
- Experienced in operating FM management systems is desirable
Please see below for the Care + Custody competencies and Mitie values and behaviours that are important for this role.
Care + Custody Competencies
Delivering Excellence
- Produces high quality, accurate work to timescale
- Follows and understands Care & Custody standards and procedures
- Clearly understands consequences of not achieving standards
- Records and checks information and documentation accurately
- Maintains concentration and focus on task/job in hand
- Actively seeks ways to make improvements
- Accepts responsibility for own actions
Communication
- Is confident, clear, accurate and to the point when sharing/giving information
- Maintains eye contact when communicating
- Asks questions and probes to gain relevant information
- Summarises key relevant points
- Seeks clarification when necessary
- Listens to and carefully reads instructions and information
- Is discreet and maintains confidentiality of information
- Is polite and tactful
- Checks theirs and others understanding
- Adjusts language to the demands of the situation
- Uses non-verbal communication constructively and effectively
Safety, Dignity and Diversity
- Shows respect for others treating people fairly with dignity and consideration
- Knows the Company policy on safety, dignity and diversity
- Maintains the health, safety and welfare of self and others
- Does not discriminate against or harass others
- Challenges inappropriate behaviour and language explaining why it is unacceptable
Planning and Organising
- Is organised and structured in approach
- Prioritises and manages own time effectively
- Organises and plans own workload
- Completes tasks on time, meets deadlines
Decision Making
- Obtains checks and understands all relevant and available facts before drawing a conclusion
- Recognises the need to take action
- Uses basic rules, common sense and past experience to identify problems
- Recognises when a current situation is like a past situation
- Understands how own tasks relate to wider framework
- Assesses situations objectively
Change Orientation/Flexibility
- Is open to change and is flexible
- Is willing to try out different ideas, solutions, technologies and working practices/methods
- Adapts to changing requirements and priorities
- Quickly picks up new ideas and ways of working
- Supports and assists with implementation of new ideas
- Maintains effectiveness during rapidly changing situations or priorities
- Makes suggestions to improve practices, systems and procedures at work
- Questions existing methods constructively with the aim of improving service delivery
Resilience/Drive
- Picks up problems, takes the initiative and deals with them without unnecessarily passing upwards
- Consistently delivers what is required to deadline
- Recognises importance of meeting objectives
- Bounces back after setbacks
- Keeps difficulties in perspective
- Accepts challenging work
- Seeks feedback on performance and constructively accepts it
- Evaluates own performance
- Accepts responsibility for own development
Working within the Mitie values and behaviours
People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different.
Trustworthy -
We do what we say we will
How we behave…
- We treat all colleagues with respect
- We challenge people when they don't do the right thing
- We welcome advice from anyone that might improve what we do
- We are open and honest
- We think safety and always follow rules for safe working
Helpful -
We go out of our way to make a difference
How we behave…
- We work with each other to achieve the best for clients and for Mitie
- We share information to help colleagues succeed
- We build great relationships
- Our first response to requests will always be positive
- We look out for each other, never walking by unsafe actions or situations
Inspiring -
We help others to be the best they can be
How we behave…
- We support and encourage each other to develop
- We lead by example
- We set clear expectations
- We listen to and learn from others
- We learn from mistakes and incidents to prevent recurrence
Passion Take our people, add their passion, and you get something really special.
Spirited -
We give it everything we've got
How we behave…
- We do good things for each other, the environment and the community
- We appreciate diversity and encourage it
- We demonstrate team spirit
- We are committed to doing things better and setting new standards in all that we do
- We take pride in what we do and have fun doing it
- We celebrate success and say thank you
Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.
Pioneering -
We do things that excite and amaze
How we behave…
- We bring new ideas to the way we do things
- We are willing to try new things
- We encourage and support innovation
- We consider things from other peoples' points of view
- We embrace new thinking and technologies
- We build health & safety into everything we do
Health and Safety responsibilities
- Follow Group and company policies and procedures at all times;
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
- Use all work equipment and personal PPE properly and in accordance with training received;
- Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Note & Benefits
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
Flexibility to cover weekends when required.
Package:
Starting salary of £26,375.00 Circa per year
Monday- Friday 40 hours to be worked per week as per contract
Generous pension contribution
Health care benefits
Free food from the canteen at lunch
On-site parking
Company shares scheme with discounted rates available
Overtime available subject to work time directive
Upskilled for any training or courses provided and paid for by the company
Prepared June 2014
