Facilities Helpdesk Administrator
As the Facilities Helpdesk Administrator you will work within our Head Office in the Facilities Department. You will ensure there is effective communication within the company and external contractors for all aspects of store facilities management. Liaise with all Head Office Departments, stores and contractors to ensure the smooth and effective operation of the business. The Facilities Helpdesk Administrator will be the first point of contact for all reactive call-outs. They will review all jobs on the Safestore Computer aided facilities management software that have not been automatically assigned and ensure that the jobs are allocated to the correct contractor within a timely manner Department Support Office Employment Type Permanent - Full Time Location Borehamwood Workplace type Hybrid
Key Responsibilities / Accountabilities
The Helpdesk Operator shall:
1. Take ownership of reactive maintenance jobs thus ensuring that all tasks are completed in line with the service requirements. This will involve the following but not limited to:-
2. Liaison and follow up with third party supply chain on job attendance and completion
3. Communicate to requester/s advising what actions have been undertaken and present intended timescales for work completion.
4. Ensure tasks are completed in line with the Reactive Maintenance SLA’s/KPI’s
5. Engineer attendance reports for the call outs are checked for accuracy and uploaded onto the system if not done so by the attending engineer
6. Monitor the Facilities inbox ensuring all emails/requests have been correctly actioned. If applicable liaise with requestor to ensure accuracy of information
7. Tracking job progress against pre-determined KPI’s including maximum allowable response and rectification times and implementing escalation procedures
8. Report back to internal stakeholders at weekly meetings to confirm on job progress
9. Following up orders to ensure completion in timely manner
10. Estimating cost of repair work at outset has been correctly provided and uploaded to the work order
11. Providing information where necessary to Retail Services relating to costs for insurance claims
12. Check that stores have raised incident reports where require
13. Liaise with stores to ensure all relevant details have been added to the incident report, including any photos/videos
In addition to the detail listed you will be required to carry out any other duties as required by Safestore Management
Experience and Skills Required
14. Proven experience in coordination of facilities related services is essential
15. Previous experience of a call centre or helpdesk operation. FM service desk experience is advantageous
16. Ability to analyse issues and problems, to discuss options and proposals with users and suppliers to improve service and provide best cost solutions.
17. Basic understanding of building assets
18. Excellent interpersonal and communication skills
19. Ability to use assertiveness with colleagues and users appropriately
20. Ability to prioritise a range of conflicting tasks
21. Is able to work alone to get results in an effective way
About Safestore
Safestore is the UK’s largest self-storage group, and part of the FTSE 250. We believe that engaged colleagues, who feel valued by our business, are the foundation of our customer-focused culture. We know our people as individuals, and show respect for each other, enabling everyone to have a voice so that they can bring their full, unique selves to work. We are exceptionally proud that, in 2021 and in 2024 we were awarded the prestigious 'Investors in People’ Platinum accreditation. .external-content { overflow: hidden; }
Our Hiring Process
Stage 5:
Interview Stage 2
Stage 6:
Final Interview
Stage 7:
Hired
Stage 8:
Offer and contract
Stage 1:
Applied
Stage 2:
Review
Stage 3:
Telephone Interview
Stage 4:
Interview Stage 1
Stage 5:
Interview Stage 2
Stage 6:
Final Interview
Stage 7:
Hired
Stage 8:
Offer and contract
Stage 1:
Applied
Stage 2:
Review
Stage 3:
Telephone Interview
Stage 4:
Interview Stage 1
Stage 5:
Interview Stage 2
Stage 6:
Final Interview
Stage 7:
Hired
Stage 8:
Offer and contract
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