Service Desk Officer LBS-006

Service Desk Officer, Governance and Assurance, Corporate Facilities Management. Provide a proactive, performance oriented, customer focused help desk service on behalf of Corporate Facilities management using software package Manhattan that supports the Council’s operational FM delivery for external and internal partners, including the wider operational estate. Operate and use Manhattan, to ensure that agreed standards are consistently achieved and expectation exceeded. Respond promptly, positively and confidently to service requests via email, phone calls and the app to ensure a customer focused, responsive service. Investigate and co-ordinate responses to requests for emergency, urgent and routine reactive repairs and maintenance from customers; identifying the appropriate Client Manager and liaising between CFM, Technical & Operations teams, customer and contractors on progress and financial implications. Responsible for creating and issuing work orders to support contractors up to an agreed financial limit and ensuring that the contractor provides appropriate risk assessments, method statements and permits to work prior to work commencing. Maintain and periodically cleanse the Service Desk database, ensuring that they support a customer-focused and responsive service. Provide responsive and relevant customer support across the full range of facilities support including but not limited to: reactive maintenance, compliance, cleaning, security, and vending and adhoc project requests for CFM support. Build and maintain positive working relationships with contractors, suppliers, Council managers, Headteachers, Leisure Centre Managers and managers and owners of commercial undertakings occupying Council premises.