Helpdesk Operator

JOB TITLE: Helpdesk Operator

DEPARTMENT: Facilities

REPORTING TO: Facilities Team Leader

JOB FUNCTION: Providing first line helpdesk support and first point of contact for Building and Service users, Contractors, and Service Partners.

With strong administrative skills and customer focus, you will provide a friendly and proactive service and conduct an efficient handling and management of each query and advise customers of the consequent solution.

Working closely with onsite teams and external contractors, the post holder will need to have excellent prioritisation and planning skills as well as the ability to communicate to various stakeholders across the business.

Our Helpdesk team are responsible for resolving basic invoice queries, raising of Purchase Orders when required, ensuring that documents are filed following Department procedures, ordering and maintaining of office stationary, and keeping our CAFM system (Concept Evolution) updated.

Our Operators provide support to our management team by providing reports from our CAFM system and at times required to cover other areas of the FM department including the Postal team.

DIRECT REPORTS:

LOCATION: Stamford Bridge

CONTRACT: Permanent, 40 hours any 5 of 7

PLAY YOUR PART (Main Responsibilities):

• Providing first line helpdesk support and first point of contact for the FM Department
• Creation and Management of all Tasks and Queries
• Prioritising of maintenance call queue via CAFM system
• Housekeeping of our CAFM system
• Receiving deliveries and returns of various facilities orders
• Raise purchase orders
• Order stationery
• Arrange/Organising of Chelsea Memorial Plaque service
• Maintaining our Contractor Management System
• Provide cover for PA/Postal services if required
• Book and arrange all Car Valeting

DO THE RIGHT THING (Our Expectations):

• To demonstrate and live by the club’s values; Here to Win, Be Brave, Do the Right Thing, Play Your Part, Many Teams, One Club and Proud to Be Chelsea
• To adhere to the club’s policies and procedures, including Health & Safety, Financial Authorisation, Confidentiality and GDPR.
• To act as an ambassador for diversity, equality, and inclusion, and demonstrate a positive commitment by treating others fairly in line with our Equality, Diversity & Inclusion Policy and reporting any acts of discrimination through appropriate channels
• To create a safe environment and act to protect all young people and vulnerable adults that are either in your care or attending club premises, and report any concerns to the Safeguarding Lead
• To report any misconduct or suspected misconduct to the HR Department

HERE TO WIN (Measures of Performance):

• Call handling and communication skills (written and spoken English)
• Tasks and Queries managed within SLA’s
• CAFM Housekeeping
• Contractor follow ups are maintained
• Contractor Equipment parts ordered
• Purchase Orders kept up to date

PROUD TO BE CHELSEA (Person Specification):

Qualifications:

• Basic GCSE’s – A Level
• Excellent knowledge of Word, Excel, Outlook

Experience:

• Experience within the facilities industry, working in a similar environment or large-scale buildings
• Experience working with Concept Evolution or similar System
• Able to work on own initiative
• Ability to meet tight deadlines
• Experience working in a fast-changing environment
• Excellent communication skills
• Experience working effectively as part of a Team

Skills and Behaviours:

• Skilled in use of Word, Excel, Outlook and Internet/Intranet
• Excellent Communication skills
• Excellent Customer Service skills
• Excellent organisation skills
• Excellent relationship development skills
• Ability to prioritise work loads
• Experience working on Concept Evolution (or similar) System
• Able to work quickly and efficiently whilst maintaining professionalism and good humour
• Must be able to work home matchdays evenings and weekends

Chelsea FC and the Foundation is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.

This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the Club.