At a Glance
- Tasks: Provide first-line helpdesk support and manage facilities requests at Capital City College.
- Company: Join one of London's leading Further Education providers, Capital City College.
- Benefits: Enjoy a comprehensive benefits package, including pension, health plans, and generous leave.
- Other info: Be part of a diverse and inclusive community dedicated to student success.
- Why this job: Make a meaningful impact in education while working in a supportive team environment.
- Qualifications: Strong organisational skills and experience with CAFM systems are essential.
The predicted salary is between 40500 - 49500 £ per year.
Make a meaningful impact behind the scenes at Capital City College. Are you ready to make an impact at one of London's leading Further Education providers? Capital City College is looking for a skilled Helpdesk Operative to support and drive key operational functions, helping shape the future of education in the heart of London.
About the Role
This role is offered on a full-time, permanent basis. As a Helpdesk Operative, you are at the heart of our operation, and we are looking for individuals who share our energy and passion and will contribute to our ongoing success.
You will provide first-line helpdesk support and be the first point of contact for a variety of estates and facilities management requirements and administration. With strong administrative skills and customer focus, you will provide a friendly and proactive service to customers, conduct efficient handling of each query, and advise customers of the consequent solution.
Working with our Computer Aided Facilities Management (CAFM) system, you will triage and prioritise reactive jobs and ensure day-to-day work orders are shared with the correct team. You will process reactive and planned estates and facilities work orders and assign them to the relevant on-site estate and facilities team and contractor(s) through an effective triage process in line with agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Ensuring all tasks have the correct priority status assigned to them prior to issuing.
You will liaise with contractors where work orders cannot be completed by the on-site estate and facilities team, request quotes where required, and chase contractors in relation to attendance and issuing reports.
Our aim is to provide a seamless service to our students and staff, ensuring they have a safe and inspirational experience every day.
About the Team
You will join a friendly, professional team committed to delivering high-quality support across the college. Working together, you'll help create a positive and inclusive environment where everyone feels valued. You will be joining a dynamic and supportive team of 4 colleagues who are committed to excellence. The team has a strong collaborative culture, sharing best practice and innovative approaches.
About You
We're looking for a reliable and motivated individual who takes pride in delivering excellent service. You should bring:
- Strong organisational skills and the ability to manage multiple tasks with accuracy and efficiency.
- Clear and professional communication skills.
- Confidence working with CAFM systems and Facilities Helpdesk processes, including experience in using and interrogating Planon software.
- A proactive attitude and a willingness to learn and adapt.
- Experience in a similar Facilities Helpdesk role.
Most importantly, you'll be ready to make a positive contribution to our college community.
About Us
Capital City College (CCC), one of the UK's largest FE colleges in London, supports over 35,000 students based across 12 London campuses annually to develop the skills and knowledge to advance their career prospects or progress into higher education. This is done by an unrelenting commitment to curriculum innovation and an obsession with the quality of the student experience, which is underpinned by a resilient and prudent approach to financial management. Capital City College is widely recognised for their commitment to diversity, inclusivity, and educational excellence, positively impacting the lives of students across the capital and beyond.
Why Join Capital City College?
This is an exciting opportunity to become part of a passionate, purpose-driven team that puts learners first. At CCC, we value the dedication of our staff and offer a comprehensive benefits package including:
- Membership of the Local Government Pension Scheme.
- Access to TELLUS - our discount and wellbeing platform.
- Participation in the Cycle to Work scheme.
- Interest-free season ticket loans for public transport.
- Annual eye tests and contributions towards spectacles.
- Flu vaccinations and access to occupational health services.
- Medicash health plans - including cashback on everyday medical expenses and wellbeing tools for you and your family.
- Generous annual leave entitlement, including one Relaxation Day per year.
- Five Continuous Professional Development (CPD) days which can be used for your professional development.
Our Commitment to Equality and Safeguarding
We are proud to be a diverse and inclusive organisation. We welcome applications from individuals of all backgrounds and are committed to creating a safe and respectful working environment for everyone. CCC is committed to the safeguarding of young people and vulnerable adults. All roles require the successful candidate to undergo a DBS check - with some positions requiring an Enhanced Disclosure.
Helpdesk Operative in London employer: Capital College Group
Capital City College is an exceptional employer, offering a vibrant work culture in the heart of London that prioritises diversity, inclusivity, and educational excellence. As a Careers and Employability Advisor, you will have the opportunity to make a meaningful impact on students' lives while benefiting from professional development opportunities and a supportive team environment. Join us to help shape the future of education and empower learners to achieve their career aspirations.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Operative in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capital College Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Capital College Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Operative in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Capital College Group:Your cover letter is your chance to shine! Tell us why you want to work at Capital College Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Capital College Group!
How to prepare for a job interview at Capital College Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
