Facilities Helpdesk Administrator

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

What this job involves:

• To provide dedicated facilities helpdesk function, primarily focusing on providing the highest standard of FM and customer service to the Capital One client.
• Provide admin support for the FM management team.
• Provide cover for the goods in/mailroom in times of holiday or sickness.

What your day will look like:

• The Helpdesk is directly accountable for the following typical activities:
• Provide the highest standard of client and customer focus through the facilities helpdesk.
• Provides administrative support to the Facilities Manager/Account Director and client, as well as supporting other managers as required.
• Ensure all customer requests are delivered within agreed service levels including meeting room, catering, cleaning, courier mail and printing requests.
• Assist in compiling data/statistics for the monthly client governance report.
• Assisting in preparation of monthly reporting & performance measurement of operational services.
• Acknowledges role as management office "ambassador". Ensures that the firm's image is reflected through proper telephone and email procedures, and quality service. Greets guests and visitors to the management office and effectively deals with their concerns by exhibiting a professional, mature, courteous, gracious, and efficient manner.
• Mail services including business mail, personal mail and couriers.
• Be the SME for all first line facilities questions or queries, be knowledgeable of all our services, the processes around them and the agreed completion times.
• To support a team spirit within the guest services team. To recognise the importance of teamwork in achieving the departmental objectives and to contribute effectively.
• Be able to carry out mailroom/goods in duties as required.
• Documented lost property process control.

Additional Duties and Responsibilities:

• Assists Facilities Manager and other team members in preparing Standard Operating Procedures manuals.
• Coordinates response to more complicated user service requests and assures follow-up.
• Assures compliance with Jones Lang LaSalle policies, procedures, and standard practices.
• Take responsibility for booking Training Courses for all staff.
• Willingly contribute to the overall contract objectives, responding effectively to new directives.

Key Performance Measures:

• Compliance with Health and Safety legislation.
• High customer satisfaction survey rating.
• Work order closure within agreed timescales.

Experience:

• At least 3 years' experience working in a similar position with a good understanding of FM business.
• Excellent communication and customer service skills.
• Capable of influencing within cross functional teams.
• Knowledge of varied PPM & Reactive Management Control Systems preferred.
• Experience of a helpdesk operation, meeting room booking systems and software.
• Analytical approach to problem solving, ability to influence others using own initiative to provide solutions to operational problems.
• PC literate with knowledge of Google applications.
• Desire to develop skills and to progress is essential.
• Must be able to work under pressure.
• Must lead by example.
• Knowledge of E1/JDE would be advantageous.
• Good working knowledge of G Suite Docs, sheets, Gmail, Internet access, slides, Zoom, and any other software program or piece of technology identified as standard for Jones Lang LaSalle or requested by The Client.