Pinnacle Group are looking for a motivated Helpdesk Operator to be the first point of contact at the helpdesk and ensure the successful management of all jobs reported to the helpdesk. You will be joining our Helpdesk Management team based in the University of Staffordshire. Your role will involve day to day responsibility for the helpdesk and administrative functions and allocating work orders to internal/external contractors.
You will be joining our Total FM team based in Staffordshire. The Total FM team provides integrated asset management and maintenance services across the education, leisure, corporate, health and living sectors to ensure facilities operate at their best.
This is a full-time, on-site role with no remote working.
Who We Are
Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.
We’re a people-first organisation with a value driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.
Who We’re Looking For
We’re looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.
Key responsibilities will include:

• Answering of the helpdesk and dealing with general enquiries.
• Log calls/tasks on the helpdesk database utilising helpdesk software.
• Tracking job progress against rectification times and implementing escalation procedures.
• Report back to clients and contract staff on job progress and close out including requesting extensions where applicable.
• Taking ownership of the PPM/holiday schedule & Reactive Maintenance jobs thus ensuring that all tasks are completed in line with the allocated response times.
• Reporting and recording of sickness.
• Processing of overtime.
• Booking and monitoring of agency staff

Key requirements:

• Over 3 years Help Desk Facilities Management experience within a challenging environment is essential.
• Excellent Written and oral communication skills.
• Strong Motivational Skills.
• Excellent people skills, diplomacy, and tact.
• Ability to liaise confidently and professionally at all levels.
• Working knowledge of public sector establishments.

Our Offer
The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.
We welcome applications from all backgrounds – particularly from those who represent the communities we serve including ex-armed forces personnel and their families.
As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.
We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans
• Company Car/Car Allowance
• Electric Vehicle Scheme

Contact information

05-098-000 SUSV Mock