Department: Operations

Reports To: Associate Director – Facilities Services

Standard Hours: Alternate shifts: 8am – 5pm and 10am - 7pm.

POSITION OVERVIEW
The role requires the individual to use and maintain the facilities helpdesk management system as
well as supporting with general Facilities administrative tasks. The post holder will need to have
excellent prioritization and planning skills and will be responsible for facilities services providing an
efficient, client focused and professional service to partners, staff and clients.
Up until our relocation to 40 Leadenhall, there is a secondary element of this role which is to assist
the Guest Services Team (Front of House/Reception). After occupation of 40 Leadenhall, the Guest
Services element will drop and role will be purely focused on Facilities and Helpdesk duties.
This description reflects the core activities of the role but is not intended to be all-inclusive and
other duties within the department may be required in addition to changes in the emphasis of
duties as required from time to time. There is a requirement for the post holder to recognise this
and adopt a flexible approach to work. This job description will be reviewed periodically and is
subject to change by management and/or Human Resources in accordance with organisational
needs. Any major changes will be discussed with the individual.

FACILITIES/HELPDESK ASSISTANT RESPONSIBILITIES – PRIMARY
• Monitor and respond to Facility Helpdesk e-mails or telephone queries in professional, timely
and appropriate manner, logging all requests into the Facilities helpdesk software ServiceNow.
• Monitor each request to ensure timely completion, communicate with the maintenance teams
and end user to ensure they are aware of their request status. Close each request on
completion.
• Arrange contractor access to the building, obtain required information and communicate
appropriately.
• Supporting the Facilities Supervisor as and when required regarding vendor management and
soft services support.
• Assist with departmental administration - Proactively note, record and action issues as they
arise connected with Facilities operations and invoice processing.
• Communicate effectively with other departments, such as catering, IT, AV, etc.
• Be aware of basic procedures, main contractors/suppliers, and all external key contacts.

Qualities & skills required (Essential)
• Able to demonstrate ability to undertake the above responsibilities.
• Excellent IT skills including facilities management systems and good working knowledge of
Microsoft Office applications
• Previous experience in a similar administrative/customer service role.
• Exceptional customer service and administration skills.
• A methodical approach, an aptitude for accuracy and exemplary attention to detail.
• Self-motivated, enthusiastic and professional
• Excellent planning and organisational skills with experience of working under pressure.
• Confident in a client facing environment, with good presentational skills and natural gravitas.
• Excellent relationship development skills at all levels both internally and externally.
• Excellent written and spoken English.
• Resilient to cope with conflicting demands and challenging situations.
• Able to prioritise duties and work effectively under pressure while remaining calm and
professional at all times.
• Able to manage sensitive and sometimes confidential information.
• Flexible attitude.

GUEST SERVICES – PRE 40 LEADENHALL RELOCATRION - SECONADARY
• Manage conference space bookings in space booking software EMS to ensure maximum
meeting room utilization and check that all the required information, including services, has
been provided to ensure all client requirements are met.
• Register visitor names into the Building Visitor Management system.
• Report technical issues and liaise with appropriate person or department for technical
assistance.
• At the end of each shift, provide a handover to relevant teams. Where needed highlighting
important events, unusual requests, and tight turnarounds.
• Allow access to floors via Intercom after confirming caller identity.
• Requirement to be called upon to cover reception duties due to annual leave or sickness within
the Guest Services Team (Ad-hoc basis only)

QUALIFICATIONS

Education, Work Experience, Skills

• Exceptional customer service orientation.
• Excellent telephone etiquette.
• Excellent verbal and communication skills.
• Reliability, commitment and punctuality.
• Maintain flexibility with work assignments and schedule.
• Ability to handle multiple priorities, meet deadlines and work well under pressure.
• Ability to communicate and work effectively with clients and all levels of employees.
• Professional attire and demeanour.
• Ability to maintain confidentiality.
• Ability to work as part of the support services network.
Technologies/Software
• Online room booking system experience - EMS
• ServiceNow – Service management applications experience
Tools and Equipment
• Standard office equipment to be used (phones, PC, laptop, intercom).