Skip to main content

This job has expired

Helpdesk Administrator

Employer
Birmingham City University Temporary Jobs
Location
Birmingham, West Midlands
Salary
Up to £10.74 per hour
Closing date
5 Mar 2018

Job Details

We are looking for an experienced helpdesk administrator, ideally with facilities helpdesk experience to work on our client site at Birmingham City University near Millennium Point.

Start Date: Monday 5th March (or sooner)
End Date: 27th April 2018
Hours: Monday to Friday, full time
Duration: 2 month post

Job Purpose

Use the estates and facilities helpdesk software to record and allocate maintenance works. Gather feedback from stakeholders and utilise helpdesk data to provide meaningful management information reports.

Main activities and responsibilities
1. Answer enquiries via telephone, email and the helpdesk function.
2. Allocate helpdesk requests to the relevant team member and provide progress updates to customers in a timely manner.
3. Escalate requests to the relevant team manager if works cannot be allocated or completed in a timely fashion and ensure close communication with customers during any period where works may be delayed.
4. Promote the estates helpdesk system so that stakeholders throughout the University community are familiar with how to log maintenance requests.
5. Utilise helpdesk data and collate customer feedback to provide useful management information.
6. Ensure complaints are escalated to relevant team supervisors or managers and assist with responses to customers.
7. Highlight compliments from customers and report these to team managers and the estates and facilities senior leadership team.


Additional Key Requirements:

Communication:
Communicate information to colleagues across the University.

Teamwork and collaborative working:
Have a keen customer focus and work collaboratively with colleagues to ensure a responsive and effective helpdesk service is provided.

Initiative, problem solving and decision making:
Resolve day to day problems where possible in own area of work. Refer those that cannot be resolved to others in a timely manner.
Contribute suggestions for potential improvements to helpdesk systems and processes.
Carry out routine analysis of helpdesk data and customer feedback to provide useful management information.

Work environment:
Be aware of risks in the work environment and their potential impact on own work and that of others.

Person Specification
* A good standard of general education
* A relevant vocational qualification such as an NVQ Level 3
* Experience of working in a customer focused administrative role, preferably in a facilities environment
* Experience of working successfully as part of a team.
* Good IT skills and experience of helpdesk systems.
* Strong analytical skills with the ability to manipulate data and produce reports.
* Good communication skills with the ability to communicate clearly and confidently both verbally and in writing.
* Good organisational and administrative skills with the ability to work unsupervised and prioritise own workload effectively.


Company

Birmingham City University pride themselves on an inclusive and dynamic working environment, where we work hard to develop our staff. Since changing our name to Birmingham City University in 2007 we've made giant strides forward in the quality and range of our education provision, and we see our staff as vital to that improvement. This commitment has been reflected in increased investment in staff development.

Manpower has teamed up with Birmingham City University to offer you the unique ability to work for Birmingham City University with Manpower.

Company info
Mini-site
Birmingham City University Temporary Jobs

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert