Helpdesk Administrator - #146111

Reporting into Senior Workplace Ambassador

Job Summary

As an active member of the Helpdesk team and part of the Client Epsom Hub, the Helpdesk Administrator will assist in the day-to-day running of the Helpdesk, undertaking administrative duties and providing support to the management team and colleagues across the account.

The Epsom Hub operates between the hours of 8am and 6pm and a rota system is in operation to cover these hours, so flexibility is required.

Additionally, the Helpdesk Administrator is responsible for representing Jones Lang LaSalle in the local and regional business and real estate community in order to promote JLL’s reputation and capabilities.

What The Job Involves

Customer Service

• Receiving incoming telephone calls, passing information/work orders on to staff/contractors in a timely manner.
• Replying to requests, queries and complaints received over the phone or by email.
• Inputting and progressing maintenance work requests and queries onto the helpdesk system.
• Coordination of internal and external resources to ensure work orders are completed within SLA
• Ensure clients are updated on progress of work orders in a timely manner and that WO are closed out to customer’s satisfaction
• Maintaining an up to date working knowledge of all relevant processes and policies.
• Maintain a strong working knowledge of the Corrigo system enhancing personal skills through training and inquisitive research
• Remain calm under pressure, use initiative and manage changing priorities as they arise
• Providing general administrative support.
  
  

Switchboard Support (absence cover)

• Respond promptly to incoming calls, minimising the caller wait time
• Ability to work independently as well as collaboratively within a team.
• Effectively & efficiently deal with caller’s requests, listening with care in order to route correctly first time
• As required, provide a messaging service on behalf of callers to the Client Account Managers
• Ensure all colleague’s names and contact numbers remain confidential & that no personal details are shared
• Escalate technical issue with the switchboard through predefined channels
  
  

HSE, Security & Quality

• Demonstrate permanent high level of security awareness, knowledge of emergency
• Evacuation & health & safety procedures.
• Understand & actively support JLL’s Quality Management program
• Report any suspected cases of Phishing in line with client policy
  
  

Site Operations

• Ensure cleanliness of work area at all times
• Provide management information relating to helpdesk as and when required.
• Ensure accurate and detailed hand over is planned & passed on (for tasks for within responsibility), if absent from the business
  
  

Additional Duties & Responsibilities

• Helpdesk administrators may from time to time be asked to support the switchboard team with administration & other tasks
• Work as a reliable, efficient and flexible member of the team thereby contributing to team success
• Host Bi-Weekly Operational Helpdesk meeting and 122 Landlord helpdesk meeting.
  
  

Key Performance Measures

• Ability to meet above standard job requirements.
• Ability to work within a team.
• Ability to fit within the company culture.
• Ability to adapt to a fast pace and demanding environment
  
  

Skills

The candidate must demonstrate the following skills:

• Attention to detail.
• Problem solving
• Customer focused.
• Excellent verbal & written communication
• Proficient with the use of Microsoft Office tools
  
  

Competencies

The candidate must demonstrate the following personal attributes:

• Exemplary Customer focused.
• Assertive
• Possess cultural awareness and sensitivity
  
  

Experience

• Previous experience in customer service, room reservation systems, space management is preferred along with familiarity using booking portals