FM Helpdesk Operator

At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems. But with peace of mind. And we unlock that by being technology-led, but people-driven. So when you’re part of Bellrock, you’ll get everything you need to be your best at work - because our people are the heart of our business. And we’re all about helping them to shine.

To ensure that all duties of the FM Help Desk are performed to a high standard in a pleasant, willing, and professional manner. To assist and support management team in maintaining partnerships and close working relationships with Exchequer Partnership, GPA and contractors.

How will you be the change?

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how deliver value for our customers, and building systems that lead the way

And as a FM Helpdesk Operator with Bellrock, you’ll do it by…

Provide a prompt FM Help Desk service to meet the requirement set out in the Output Brief.

• Ensure all calls to the FM Help Desk are answered within 10 seconds.
• Ensure all requests are logged accurately on the CONCERTO system against the correct job type and service category.
• Ensure requestor is issued a call reference number either over the phone or via email.
• Ensure requestor is informed of course of action to be taken either at the time of the call or at the least, within 10 minutes of taking the call, 20 minutes of receiving the emails and 30 minutes of receiving the voicemail.
• Ensure voicemail messages are monitored and actioned as required.
• Ensure all requests are assigned and issued to the correct contractor with enough information for the request to be carried out.
• Ensure all communications have been passed on through contractors and requestors.
• Ensure all procedures are followed and updated accordingly. 
• Ensure outstanding FM Help Desk requests are followed up with the appropriate contractor.
• Ensure requestor is updated on progress if unable to meet the response time issued.
• Ensure requestor is informed of closure of request once completed either over the phone or via email.

Take ownership and ensure customers are kept fully informed of progress.

• Take ownership of all requests that are raised and ensure they are closed out within the time frame specified to the requestor or provide feedback as to why the request has not been completed.
• Physically check or phone requester of at least 10% of all requests to ensure they have been satisfactorily completed.
• Ensure all feedback from the service provider, management team and requestor is logged in the CONCERTO audit trail. Ensure that CONCERTO is updated in an accurate and consistent manner.

Provide bookings service for all meeting rooms.

• Ensure all bookings for meeting rooms are accurate and there are no double bookings.
• Confirm size of room to the person booking the room, record catering requirements for meeting in accordance with the hospitality policy, record set up and audio-visual requirements.
• Confirm any late requests for catering and AV with relevant service provider before accepting the booking.
• Provide guidance to customers to resolve issues themselves in order that they can complete bookings going forward.
• Provide guidance to customers on current hospitality procedure.

Provide accurate reports within agreed timeframe.

• • Daily provision of catering report to be produced by 08.00 and 13.00 each day (dependent upon shift responsibilities).
  • Daily provision of meeting room setup and audio-visual reports to be produced by 15.30 for the following day (dependent upon shift responsibilities).
  • Weekly catering reports to be produced every Thursday for the following week (dependent upon shift responsibilities).
  • Produce any additional reports as and when required.

What does it take?

If you’re ready to be the energy that helps us build our business, share our success, and really own it as a FM Helpdesk Operator, you’ll need…

• Demonstrate Teamwork, responsibility, problem solving and communication.
• Demonstrate good time keeping.
• Good organisational skills.