Role Purpose
We are seeking an Helpdesk Administrator to support the operations of our Clients key location in Canary Wharf to centrally manage and triage all incoming colleague queries and requests. The person will report to the Workplace Experience Lead and will be essential in supporting the smooth and efficient handling of all incoming queries, resulting in consistent standards and outstanding colleague experience.
Key Responsibilities:
- Manage the central inboxes of all incoming queries and requests, ensuring each query is processed as per agreed procedure, i.e. work order requests sent to the central Helpdesk or ticket logged in System query directed to responsible function or partner, escalated to appropriate person(s)
- Manage all incoming queries in an efficient, professional manner to ensure fast resolution, adhering to SLAs.
- In collaboration with the Host Team Leads and Workplace Experience Lead, proactively review and evolve the query management processes to adapt to changing needs and requirements
- Proactively create, review and adapt response templates to standardise the process, using customer-centric and solution-focused, positive language
- Follow process for escalation and directing queries, working with the client to ensure their requirements are fully met and update escalation process when required, ensuring sign off
- Innovate and suggest ways to continuously improve the process aiming to enhance efficiency and colleague experience
- Use and maintain online task systems, ensuring correct data entry
- Manage and administer systmer and other required systems
- Assure compliance with bp/JLL policies, procedures and standard practices
- Develop a close working relationship with key Client stakeholders/partners, landlord, managing agents and facilities vendors
- Provide support for regular management reports and projects as required
- Support with any ad-hoc requests required to support the team
- Achieve Key Performance Indicators (KPI) and Service Level Agreement (SLA) targets
