Service Desk Officer

Are you experienced in service/help desk operations within the public or private sector, with a knack for effective communication and operational coordination?

Join us as a Service Desk Officer and play a pivotal role in delivering exceptional service and maintaining seamless operations.

Job Title: Service Desk Officer

Contract Duration: November 26, 2023, to February 18, 2024

Days: Monday to Friday

Additional Availability: Weekends, Bank Holidays, Overtime Available

Pay Rate: £14.93 per hour

Location: Southwark, SE1

Skills Required:

• Previous exposure to public or private sector FM service/help desk functions.
• As a Service Desk Officer, you should have proficiency in MS Office and Excel.
• Strong oral and written communication skills, adept at liaising across various disciplines.
• Effective interpersonal and influencing abilities.
• Exceptional organizational skills to prioritize workload and meet deadlines under pressure.
• Team player with adaptability and self-sufficiency in decision-making.
• Competency in various ICT packages, especially Microsoft Outlook, Word, Excel, etc.

Experience Needed:

• Worked within a service/help desk team in a sizable organization.
• Proven track record in negotiating and liaising with a diverse range of suppliers, contractors, and customers as a Service Desk Officer.

Key Responsibilities:

As a Service Desk Officer, you are to follow the below

• Utilize Manhattan efficiently to consistently maintain and exceed agreed standards, promptly responding to service requests via email, phone calls, and the app for a customer-focused service.
• Coordinate emergency, urgent, and routine reactive repairs, and maintenance, liaising between CFM, Technical & Operations teams, customers, and contractors to ensure progress and manage financial implications.
• Issue work orders to support contractors within agreed financial limits, ensuring necessary documentation prior to commencing work.
• Maintain and periodically cleanse the Service Desk database to support a customer-focused service.
• Offer responsive customer support across various facilities support areas including reactive maintenance, compliance, cleaning, security, and adhoc projects.
• Foster positive relationships with contractors, suppliers, Council managers, and other stakeholders occupying Council premises.
• Uphold high standards of timekeeping for this critical service.
• Engage in continuous improvement initiatives and ensure effective operation of Manhattan.
• Regularly update the Service Desk Supervisor on performance and customer satisfaction, monitoring and reviewing service levels.

Additional Duties:

• Operate the CFM Manhattan service desk, facilitating robust communication between contractors, CFM operational teams, management, and end users within the Council.
• As a Service Desk Officer, you must issue operational task orders to designated contractors within agreed financial thresholds, ensuring appropriate supporting documentation.

If you're ready to take on a challenging as a Service Desk Officer, yet rewarding role where your skills in service desk operations and coordination can make a tangible impact, we encourage you to apply.

Please note:

This role involves a fixed-term contract from November 26, 2023, to February 18, 2024, with Monday to Friday work hours and additional availability for weekends, bank holidays, and overtime.