Help Desk Operator
The Client: Local Government body based in Lisburn, serving local residents.
The Role: The post holder will be responsible for providing an efficient, effective, and customer-focused administrative service:
- To provide a high level of internal and external customer service including taking ownership of customer queries and complaints and following issues through to completion.
- To ensure continued and effective working relationships with key stakeholders.
- To participate as directed in the NIFRS recruitment and selection procedures.
- To maintain an up-to-date knowledge of organisational policies and procedures impacting on Facilities and Assets activity at both a corporate and local level.
- To undertake the duties in such a way as to enhance and protect the reputation and public profile of the NIFRS.
- To maintain an up-to-date knowledge of developments across a broad range of Facilities and Assets-related activity (Continuing Professional Development).
- To comply with all NIFRS frameworks, policies and procedures, including but not limited to those relating to legal requirement such as equality, health and safety and information governance.
- To direct and signpost managers and officers to the appropriate source for issues outside the remit of this post. This includes providing cover for service areas other than that initially assigned.
- To undertake any other duties which may be assigned to meet organisational need and the change agenda and which are reasonably regarded as within the nature of the duties, responsibilities and grade of the post as defined.
- To provide a full range of administrative functions within the Facilities and Assets department including the provision of a comprehensive Helpdesk function.
- To act as the initial point of contact for the department; including receiving, recording and assigning queries and/or information to the relevant Facilities Coordinator.
- To deal with incoming and outgoing correspondence of a general nature, including drafting responses and/or forwarding to the appropriate section.
- To set up and maintain suitable physical and electronic records and filing systems for the Facilities and Assets department.
- To prepare and collate relevant information, letters, memos, statistics, reports and other documents for the Facilities and Assets department as required, including confidential material and appropriate information relating to budgets.
- To design, create and maintain databases, spreadsheets and other documents, in conjunction with the Office Manager.
- To prepare and provide materials, reports and presentations for the Office Manager using appropriate software packages.
- To provide administrative support for internal and external meetings at the appropriate level, in conjunction with the Office Manager, as required.
- To complete the preparation of quotations and tenders, including formatting, bundling and packaging as required.
- To order, issue and monitor stationery and office supplies as directed by the Office Manager and in accordance with NIFRS policies and procedures.
- To respond promptly to all Helpdesk calls and emails received, ensuring that all communications are logged and actioned appropriately and within the agreed deadlines and schedules for the Facilities and Assets department.
- To operate Helpdesk software, monitoring customer use and software performance and informing the Office Manager of actions required.
- To maintain a professional Helpdesk service at all times, keeping customers informed of the progress of issues logged.
- To collate and process works order on a daily basis, providing regular status updates to the appropriate stakeholders and ensuring orders are actioned and securely transferred or filed in the appropriate locations.
- To contact contractors' helpdesks directly in relation to priority calls as directed.
- Possess at least 5 GCSEs at Grade C or above, or equivalent, to include English and Maths, and
- Have at least two years' experience of working in a demanding office environment, carrying out a range of administrative tasks including scheduling and administrative support for meetings.
- Have at least 4 years' experience of working in a demanding office environment, carrying out a range of administrative tasks including scheduling and administrative support for meetings.
- Competent in the use of Windows and other Microsoft applications, in particular databases and MSWord.
- Can demonstrate:
- effective planning, organising and prioritising skills and attention to detail;
- effective communication skills (both oral and written) and the ability to provide timely and accurate information; a customer service orientation.
- Experience of operating a Helpdesk or similar 'first contact' position, with direct interaction with clients, senior officers or the public.
- Have experience of taking and producing minutes and action plans arising from meetings.
- Have experience of working within local government or the public sector.
- Rates of pay £10.63 per hour
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