Facilities Helpdesk

At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to "create a better world at work". Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers' evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business. What you'll do:

• Identify client requirements through telephone, Request Portal, and e-mail communications. Raise and manage to completion PPM and reactive Work Orders in a CAFM System to deliver KPIs.
• Progress both colleagues and suppliers to ensure that EMCOR UK SLAs are met.
• Record and respond to Compliments and Complaints.
• Produce Quotations, chase approvals and arrange for work to be carried out via raising Purchase Orders to subcontractors and arranging for access to Site.
• Maintain and update the CAFM Work Order Records to ensure complete clarity of job progress, managing Work in Progress and ensure timely closure.
• Achieve closure of Work Orders to financial deadlines to ensure prompt payment.
• Take ownership for managing Work Orders from the first telephone call through to client feedback following completed works and manage electronic filing.
• Use your knowledge of a facilities environment to assign the best resources to the type of work being requested, overcome obstacles to completion, and proactively update stakeholders on the progress of works.
• Identify improvements to standard procedures to ensure that controls exist, and information is shared to proactively protect against risks/service failure.
• Develop strong relationships with the client, direct customers, colleagues, and subcontractors, sharing knowledge and experience with the wider team.
• Support the Operational Teams with potential complaint situations and make effective steps to avoid and or resolve these situations and issue reporting in a timely manner, improve performance by identifying individual or trending issues or gaps in service.
• To comply with instructions relating to security and confidentiality.
• Support Finance Administrator with invoicing- monthly service and extra works.
• Maintain paperwork and folder associated with facilities department- timesheets, delivery notes,
• Ordering of goods for office services- uniform, cleaning consumables & equipment, stationery, H&S items etc.
• Support the facilities team during busy periods or sickness/annual leave in room set-ups, post room duties, taking deliveries etc.
• Act as Fire warden and first aider- Full training to be provided
• Excellent planning and organisational skills with experience of working under pressure
• Distribute tasks from the help desk to the relevant facilities team
• Close tasks down after completion by the facilities team
• Liaise with wider team members to ensure the best resolution, consistent with the contract
• Liaise with relevant Contract staff and subcontractors in relation to all aspects of service desk requirements and that required information is returned in a timely manner. Respond to queries, amend data and re-issue tasks as required.
• Carry out monitoring of Agility data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI's and SLA's
• This list is not exhaustive, and you may be asked to carry out additional duties from time to time to support the needs of the business.
  
  Who you'll be:
• Experience of delivering excellent customer service in a client facing environment.
• Experience of working in a diverse, busy, and challenging environment.
• Result Driven and the ability to plan, organise and work independently.
• Effective organisational skills.
• Excellent written and verbal communication skills.
• Excellent attention to detail and understanding of numerical data.
• Experience in managing complex administration using a CAFM System or equivalent.
• Advanced knowledge of MS Outlook, Word, Excel & PowerPoint.
• Takes ownership and accountability and demonstrates commitment, loyalty, and flexibility.
• Knowledge of work permit process and clear understanding of risk Assessments and Method Statements.
  
  At EMCOR UK, we embrace and celebrate diversity in all its forms.
We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem-solving. We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices. Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed. Join us in building a better world at work.


• 25 Days holidays + Bank holidays
• Holiday Buy Scheme - up to 5 days a year
• Industry leading Maternity & Paternity Policies
• Refer a Friend scheme - worth £500 per referral
• GEMS - Internal recognition scheme with vouchers for Amazon and retail/dining
• Extensive Learning & Development opportunities, including opportunities for progression.
• Access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover.
• Bike To Work Scheme
• Paid volunteering and charity days
• Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
• Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.