Helpdesk Administrator - Woking Borough Council
Document Helpdesk Administrator Role Profile
Mountjoy specialises in providing professional and high-quality construction, refurbishment, building maintenance and facilities management services across the south of England.
We have an exciting opportunity for an enthusiastic Helpdesk Administrator to join our dynamic team. This permanent position is well suited to an individual that is looking to advance their career and gain hands-on experience in a thriving and supportive workplace.
OUR COMPANY BENEFITS
1. 31 days annual leave rising to 36 days with length of service (including bank holidays)
2. We offer a flexible scheme to buy or sell up to 5 days of annual leave per year.
3. Company sick pay after probation
4. Life Insurance
5. Octopus Electric Dreams Car Scheme to enable staff to drive a new electric car - paid for through salary sacrifice.
6. Cycle to Work Scheme
7. Employee recognition scheme
8. Length of Service Rewards
9. Defined contribution Pension Scheme of 8% (3% Employer and 5% Employee)
10. Our Employee Assistance Programme to support all staff
11. Refer a Friend scheme
SUMMARY OF ROLE
You will support the contract as a first point of contact to issue, receive, and record clean information accurately and timely for all calls and emails regarding all new repairs and ongoing repair appointments to achieve our purpose of the right work at the right time.
You will have to record accurate information from operatives, subcontractors, and clients, ensuring all systems are kept updated with required information. You will also be required to make phone calls to our clients and tenants to pro-actively book in work. You will respond to internal and client emails and manage the shared email inbox.
KEY RESPONSIBILITIES
12. To record information directly into the Job Managements Systems or any other system used to deliver the service.
13. Constantly monitor the job screens, and when a job requires you to act, or if uncertain, pull on the Contract Manager or Supervisors for assistance.
14. Provide adequate support and cover for the other administrators, particularly on breaks, peak periods, and annual leave.
15. To send operatives, who become available to jobs in the most efficient and effective way ensuring they are productive, eliminating or reducing travel and idle time.
16. Assist the team, Supervisors and Managers in recording data and key management information that helps and improves the service we provide to our customers.
17. To assist with any other administrative activities that are required to support the team.
SKILLS REQUIRED
18. Have a clear and concise approach to verbal communication, able to use the phone to communicate effectively and have good typing skills.
19. Able to deal with lots of activity, remain focused on the call you are dealing with, and the information that needs to be recorded or transferred by completing the task you are on before moving onto the next.
20. Have a reasonable proficiency in MS Office and able to use Mountjoy’s IT systems for job management, understanding how they function and interact with other systems.
21. Have good typing skills and not rely on writer notes which are then saved up for inputting later.
22. Be comfortable in dealing with the workforce, tenants and building users, whilst being able to remain professional even when issues are contentious.
KNOWLEDGE REQUIRED
23. Basic knowledge of building maintenance trades and the tasks/activities that can be undertaken by each trade group.
24. Good geographical understanding of the Woking area including the main highways, the best routes, and travel times between different locations.
QUALIFICATION REQUIRED
25. GCSE or equivalent qualification in Maths and English
EXPERIENCE REQUIRED
26. Vast experience of MS Office including Word and Excel with accurate typing skills.
27. Experience of working in a Repairs or Maintenance call centre, or any other call centre environment (Desirable).
28. Basic knowledge of building maintenance trades and the tasks/activities that can be undertaken by each trade group.
If you feel you have the skills and experience to become our Helpdesk Administrator,then please click “ apply ” now – We’d love to hear from you!
The company is an Equal Opportunities employer and a member of the Disability Confident Scheme and are also a member of the Hampshire Construction Training Association.
Our Company values
We take pride in everything we do - Which means we expect all our employees to:
Present a professional appearance at all times.
Keep your vehicle clean and tidy at all times.
Keep your work area safe, tidy and well organised.
Deliver a high standard of work at all times
We have Integrity, built-in
Key information Geographical Area Surrey Location: GU21 6YL Hours: 40 Salary: £27,500 Who you report to: Contract Manager