FM Helpdesk Operator

Pinnacle Group; Leeds, South Norfolk; On-site; GBP 25,000 - 35,000; Full time

Job description

Pinnacle Group is looking for an experienced & motivated FM Helpdesk Operator. You will be joining our Facilities Management Team based in Morley / Gildersome LS27. You will be the first point of contact at the helpdesk and ensure the successful management of all jobs reported to the FM Helpdesk.

Your role will involve day-to-day responsibility for the helpdesk and administrative functions and allocating work orders to internal/external contractors. You will need excellent communication skills, a friendly demeanor, and the ability to work efficiently under pressure.

We are offering a Full-Time Permanent Contract working 37.5 hours per week, 8am - 4.30pm Monday to Friday. If you are passionate about helping others and thrive in a fast-paced environment, we would love to hear from you.

Who we are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work, and play.

We're a people-first organisation with a values-driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

Who we're looking for

We're looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge, and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.

Key responsibilities will include:

1. Answering the FM helpdesk and dealing with general inquiries and logging calls/jobs on the database utilising FM helpdesk software (Evolution).
2. Allocating work orders to internal/external contractors ensuring that all tasks are completed in line with the allocated response times. Tracking job progress against rectification times and implementing escalation procedures.
3. Reporting back to clients and contract staff on job progress and close out including requesting extensions where applicable.
4. Taking ownership of the PPM schedule & Reactive Maintenance jobs thus ensuring that all tasks are completed in line with the allocated response times.
5. Keeping SharePoint up to date with information relating to the contracts and new assets.

Key requirements:

1. Demonstrate a track record as an FM Helpdesk Operator with a commitment to customer service.
2. Excellent organisation skills and attention to detail are required along with decision-making and problem-solving.
3. Experienced in the operation of a software package i.e. Evolution/Maximo etc.
4. Conversant in Excel, Word, and PowerPoint.
5. Self-managing and able to work on own initiative.

Our offer

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.

We welcome applications from all backgrounds - particularly from those who represent the communities we serve.

As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.

We offer a wide range of benefits at Pinnacle Group, depending on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers:

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans
• Company Car/Car Allowance
• Electric Vehicle Scheme