He Facilities Management team keep our operational accommodation clean, safe and working efficiently; making sure that it is maintained in the optimum condition within available budgets in order for HCC staff to deliver their services This role reports to the Helpdesk Manager The Helpdesk takes on average 6,000 calls and 22,000 emails a year from approx. 800 HCC properties, triaging and directing all manner of reactive and remedial maintenance jobs issuing these out both in house operatives and / or contractors Core hours 8am-5pm need to be covered, Mon-Fri on a rota basis. Monday mandatory office day for whole Team Office based to cover early shifts 07.30 -16.00 and 07.45 -16.15 Late shifts can be hybrid - 08.00 -16.30 and 08.30 -17.00. (please see attached example rota. This role can see the postholder liaising with staff from all Directorates, contractors and sub-contractors. About the role You will co-ordinate calls that are returned from the Out of Hours cover service and ensure this provision is suitable and effective You will respond to emergency / urgent situations that require quick and decisive decision making. Decisions you make could affect the delivery of services at a site. You will need to issue appropriate completion targets against all jobs issued from pre agreed criteria You will manage the Help Desk module on CPD ensuring all jobs and related information is accurately recorded You will follow financial regulations when agreeing quotes, fees and charges You will ensure payment applications are processed and paid in line with contractual obligation About you Essential: Some technical knowledge and understanding on basic mechanical, electrical, plumbing / heating and building maintenance related issues Strong oral and written communications skills IT literate - MS Outlook, MS Excel, MS Word, One Drive Good negotiating skills Decisive & able to make good judgement calls Be able to work under pressure Team player essential whilst being able to work alone Desirable: Previous call centre type work would be advantageous Use of Corporate Property Database - training will be provided Understanding of financial regulations Understanding of H&S related requirements including SSoW, RAMS, PTW, COSHH, Hot Works Knowledge of Asbestos Management