Helpdesk Coordinator

Maxwell Stephens have been asked to recruit on behalf of Royal College of Art for the role of Helpdesk Coordinator.

The Royal College of Art are a world leading institution of art and design and offers degrees across the disciplines of architecture, arts & humanities, design and communication based in the heart of London.

The institution employs around 1000 professionals from around the world.

In this role you will work as part of the Estates Administrative Team. You will be one of two helpdesk coordinator who staff E&CO helpdesk during College opening hours and handle customer requests from all three campuses while acting as a key point of contact for all requests for the estates and facilities services.

About You

You have experience running a customer support Helpdesk service and have the It systems that enable you to understand CAFM software packages alongside using graphic software such as Adobe.

You manage your time effectively which helps you to have a strong initiative that enables you to solve problems while still meeting deadlines and targets.

You thrive in a fast paced and customer facing environment to deliver a service in a busy environment while working across multiple sites.

You are committed to diversity and equality with experience working in a diverse, multicultural environment and the ability to interact with customers and students from a range of backgrounds, cultures and ethnicities.

Your Responsibilities

In this role you will deliver a professional call-handling an serve request service by acting as the first point of call for all requests for service

You will generate weekly, monthly and quarterly service reports form the Helpdesk’s CAFM system. You will contribute to the ongoing development of the CAFM system.

As part of this role you will support the E&CO Operations Managers in their oversight and management of any reactive building services or fabric maintenance tasks, which includes reporting any issues of contractor non- responsiveness to the relevant Operations Manager.

In this role you will support the continuous development and improvement of E&CO’s Estates and facilities management services by ensuring that all Helpdesk procedures monitored in accordance with agreed SLAs. As well as analysing Helpdesk reporting to identify opportunities for service quality and business process improvement.

You will maintain and build strong working relationships with members of the wider College Community as well as effectively contributing to team tasks and team spirit.

Other Information

The helpdesk coordinators are not allocated to a particular RCA campus and have cross-College roles. For this they may be asked to deploy to a particular campus from time to time as required.

You will need to work together to cover shirts from 8am-4pm and 12pm-8pm during weekdays.

To Apply

Maxwell Stephens is expecting a large volume of applications for this role. We’re keen to place the correct person with our client as soon as possible. Therefore, we encourage all interested FM professionals with the experience to successful expedite this role to contact us without delay.