Insert Job title
Make a difference every day
The Job Opportunity
The purpose of the job is to respond to the requests directed to the Helpdesk.
Monitor and control the daily operations of the building and to record any
system anomalies via the CAFM (Computer Aided Facilities Management) fault
recording system for remedial repair and planned preventive maintenance.
Deliver client service by taking inbound calls, receiving email requests
received in adherence to procedural, productivity and quality standards.
Key Accountabilities Attend to calls and requests directed through the
switchboard, radio system and/or email (24 hours / 7 days per week) relating
to the properties. Answer calls within the agreed KPI (Key Performance
Indicator). Fast and efficient handling of queries with clients. To priorities
calls in accordance with procedure. Record tenant/Client and system fault
requests on the CAFM system accurately. Assign, generate and schedule job
cards for technicians and building managers. Communication with site
management and staff relating to calls/emails received. Follow-up with
clients/tenants and technicians re job cards issued. Fast and efficient
handling of queries with tenants/clients.
What we are looking for in our candidates
Ability to work in an individual and team environment. Well-developed customer
service skills. Sound analytical skills. English spoken and written is
essential. Knowledge of the property and facility management. Technical
knowledge of building services operations is an advantage. Have understanding
in the principles of Quality Assurance and working to procedures. Have an
understanding and experience of using computerised logging systems. Ideally
experience in use of CAFM system.
Specific requirements
Degree qualified with 2-5yrs of experience in helpdesk management.
Solid customer focus and customer relationship management experience.
Proficiency in Microsoft Applications
Knowledge and experience in Maximo/CAFM System is an advantage. Six Sigma
certification is a preference (Yellow Belt/Green Belt/Black Belt).
Working with Serco
At Serco, not only is the nature of the work we do important, everyone has
important role to play.
https://www.serco.com/me
We are a team of 50,000 people responsible for delivering essential public
services around the world in areas including defence, transport, justice,
immigration, healthcare and citizen services. We are innovators, committed to
redesigning and improving public services for the benefit of everyone.
Join Us
By joining Serco you will have unlimited access to our Global Employee
Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), and
SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who
are passionate about diversity, inclusion and belonging.
We take pride in what we do
Serco is committed to Equal Employment Opportunities and is committed to
ensuring the safety of all of its employees through its Zero Harm initiative.
Please visit www.serco.com/careers for more information.
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