Help Desk Operative Apprentice

This position is a unique opportunity for an enthusiastic and ambitious Level 3 Customer Service apprentice to gain a wide range of skills and experiences which will equip them to further develop a successful future career in Customer Service and/ or Higher Education Administration or Management.

The Help Desk Operative is to respond to a high volume of customer enquiries and service requests and to ensure those requests are accurately and correctly accommodated. The role is strongly ‘customer facing’ and the establishment of effective customer relationships is critical to provide an effective service with high customer service values.  The postholder will be supported to plan, organize and prioritise their work and to use initiative, creativity and sound judgment to resolve regular problems and issues.

• Logging maintenance and facilities service requests using the estates computer software (IWMS). Requests can be received in person, by telephone, electronic mail or via the online service request forms
• Assist in the planning and allocation of routine building maintenance and facilities services tasks to in-house staff (through trade supervisors) and to contractors according to laid-down priorities, standing arrangements and service levels
• Manage effective and collaborative working relationships and liaise with a range of UCL support services including Maintenance teams, Contractors, Security, Porters and Soft Services to ensure an effective service is provided to all customers
• Communicate effectively with client departments/stakeholders; monitor work order requests to ensure that they meet customer expectations and are delivered to specification and on time and provide relevant feedback
• Support the work across UCL Estates to develop and maintain a high level of awareness of the UCL Estates portfolio of buildings and work, including current and future projects and maintenance works, to provide customers with critical information in a timely fashion
• Co-ordinate effective communication with all Landlords and their Facility Management providers regarding maintenance issues in their buildings on behalf of UCL staff occupying those buildings.
• Provide feedback to UCL staff regarding outstanding issues with an estimated time-line for the completion of the jobs
• Monitor all alarms received via the Building Management System  and ensure critical alarms are passed to the relevant crew member/ contractor and are attended within the Service Level Agreement
• Work flexibly as required to ensure that the overall team responds to, and pre-empts, changing demands and priorities, providing assistance, support, advice and cover when necessary. This role will be based on campus. The role will be to cover the hours 08.00 to 16.00, Monday to Friday

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Initiative
• Non judgemental

• English GCSE or equivalent, grade 4-9 or A*-C (Essential)
• Maths GCSE or equivalent, grade 4-9 or A*-C (Essential)