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Job Description _________________________________________________________________________ Summary Job title Estates Helpdesk Assistant Division Shared FM Services Department Estates Services, Facilities Management Location The Malthouse, Tidmarsh Lane, Oxford Grade and salary Grade 4: £25,138 - £28,759 per annum Hours Full time Contract type Permanent Reporting to Estates Helpdesk Manager Vacancy reference 171943 Additional information Workplace may be any OU building as per operational requirement The role The Estates Helpdesk team act as central point of contact for all Estates related requests and queries; for example meeting room bookings, hospitality bookings, reporting building faults, managing card access, etc. The duties of this role are to help ensure the effective and efficient running of the support team operating the Estates Helpdesk. Responsibilities Helpdesk Function • To communicate effectively by phone, radio, email and in person with our customers, suppliers, contractors, tradesmen and other sections of the Estates team and the wider University. • Manage and monitor the Estates Helpdesk shared email box agreed SLA’s; responding to Customer feedback and ensuring appropriate action is taken, escalating where necessary. • To accurately record information and progress job requests appropriately within agreed service levels. • To utilise the Planon CAFM system to log customer requests, enquire on job status to answer queries, pass jobs to contractors or other sections of the University, produce reports and book car parking spaces for visitors and contractors. • Monitor Planon dashboards. Closing requests on completion of work in a timely manner, checking data is accurately recorded, especially in terms of recharging and sending Customer Satisfaction forms. • To carry out surveys and other routine checks to ensure that we are achieving high levels of customer satisfaction Access systems and University cards • Issue temporary University cards, Salto fobs to staff and contractors • Process new University card applications including requests to renew, lost and damaged cards • Update building access systems, Net 2 and Salto for staff access rights • Set up WiFi access for staff or visitors • Manage access issues in coordination with guidance from the building facilities managers and if necessary, liaise with the relevant Security companies or University Security Services to resolve problems • Add authorised users to the University card office portal on request Building requests • Assign job requests on Planon system to FM, DLO, wider Estates and contractor to carry out work (tablet, job ticket or by name) • Maintain and update job requests and remind Estates staff when jobs should be closed down on system • Provide updates for customers to jobs logged with DLO or FM • Provide reports from Planon system to building managers • Log permit requests in accordance with procedures to meet agreed SLA’s and ensure associated records are updated in Planon or other systems as requested • For activities requiring specific external contractors, raise purchase orders on behalf of the responsible person once their authority has been given. These Purchase Orders (PO’s) are raised on Oracle Financials via Planon in accordance with procedures to meet agreed SLA’s ensuring all purchasing activities conform to the University financial orders and regulations. Update Planon on work progress; chasing if necessary Travel • Process applications for the University bus travel scheme; cancel bus passes and organise customer refunds; process lost pass requests and record all transactions on the Planon system. • Send received passes to customers and invoices / credit notes to Payroll in Central Finance. • Monitor the Estates Helpdesk inbox for details of price changes to travel products and ensure the website is kept up to date. • Process and print car parking permits for UAS staff and send new permits to staff • Manage car parking bookings for FM managed buildings • Process online store purchases of bike equipment Room booking & Hospitality • Book rooms and hospitality, including amending and cancelling • Publish room bookings to display screens and maintain the screens 2 Service Level Agreements • To operate within the Estates Helpdesk Service Level Agreement General • The postholder may be allocated other duties not specified above which fall within the general area of the post. Selection criteria Essential • Candidates must be fully computer literate, including Microsoft products i.e. Outlook, Excel and Word • Candidates must be confident to work on a variety of computer systems simultaneously and should be able to deal with system changes quickly and effectively – training will be provided • Candidates should have some experience of working in a similar environment • Candidates will be able to communicate with our customers and colleagues confidently and effectively, ensuring that all communication is polite, timely and in accordance with our commitment to excellent customer service ensuring that all customer interactions are aligned with the Estates Services mission and values statement. • Applicants must be able to work effectively as part of a team • Candidates should be prepared to be part of an evolving team whose duties are changing with new developments in technology; the right candidate will be somebody who has a desire to engage and make suggestions for service improvement • Applicants should be great Team players and prepared to assist others when required. They should be able to think actively, finding solutions to our customer’s queries. The nature of the Helpdesk’s work is that it is a fast-paced environment and the workload is varied. Desirable • Ideally applicants will already have proven experience and demonstrable skill working in a Facilities Helpdesk environment or in a customer service-related role • Qualified to A level or equivalent in a relevant subject i.e. Facilities Management, Business Administration Pre-employment screening Standard checks If you are offered the post, the offer will be subject to standard pre-employment checks. You will be asked to provide: proof of your right-to-work in the UK; proof of your identity; and (if we haven’t done so already) we will contact the referees you have nominated. You will also be asked to complete a health declaration so that you can tell us about any health conditions or disabilities for which you may need us to make appropriate adjustments. Please read the candidate notes on the University’s pre-employment https://www.jobs.ox.ac.uk/pre-employment-checks screening procedures at: 3 About the University of Oxford Welcome to the University of Oxford. We aim to lead the world in research and education for the benefit of society both in the UK and globally. Oxford’s researchers engage with academic, commercial and cultural partners across the world to stimulate high-quality research and enable innovation through a broad range of social, policy and economic impacts. We believe our strengths lie both in empowering individuals and teams to address fundamental questions of global significance, while providing all our staff with a welcoming and inclusive workplace that enables everyone to develop and do their best work. Recognising that diversity is our strength, vital for innovation and creativity, we aspire to build a truly diverse community which values and respects every individual’s unique contribution. While we have long traditions of scholarship, we are also forward-looking, creative and cutting-edge. Oxford is one of Europe's most entrepreneurial universities and we rank first in the UK for university spin-outs, and in recent years we have spun out 15-20 new companies every year. We are also recognised as leaders in support for social enterprise. Join us and you will find a unique, democratic and international community, a great range of staff benefits and access to a vibrant array of cultural activities in the beautiful city of Oxford. For more information, please visit www.ox.ac.uk/about/organisation. Estates Services Estates Services is responsible for the management and strategic development of the University’s functional and commercial estate, comprising 440 buildings, and associated infrastructure. The University’s functional buildings include specialist research buildings, teaching laboratories and lecture halls, sports facilities, libraries and museums, administrative and ceremonial buildings. Commercial properties include graduate accommodation, office space, warehouses and agricultural land and property. The day-to-day responsibilities of Estates Services include managing the capital building programme, aimed at delivering world class new buildings; repairs and maintenance, including upkeep of some of the finest buildings in the city; facilities management for a number of University buildings; the provision of central services such as mail room services; maintaining a safe and secure physical environment; the allocation of space for departmental use; property acquisitions, disposals and leases; accommodation for graduate students at eight sites, as well as housing for key staff; conserving Wytham Woods and University Parks, and managing gardens and landscapes across the estate; carbon reduction strategies across the University and helping staff and students to make sustainable workplace and travel choices. For more information please visit: http://www.admin.ox.ac.uk/estates University Administration and Services University Administration and Services (UAS) is the collective term for the central administrative departments of the University. UAS comprises structures to: • support the University’s core academic purposes of teaching, learning and research; • ensure the University can meet the requirements of government, funding bodies and other external agencies; and • facilitate the attainment of the objectives set out in the University’s Strategic Plan. The offices of the UAS sections are spread across the city centre, with the main University Offices located in Wellington Square. For more information please visit: http://www.admin.ox.ac.uk 4 How to apply Applications are made through our online recruitment portal. Information about how to apply is available on our Jobs website https://www.jobs.ox.ac.uk/how-to-apply. Your application will be judged solely on the basis of how you demonstrate that you meet the selection criteria stated in the job description. As part of your application you will be asked to provide details of two referees and indicate whether we can contact them now. You will be asked to upload a CV and a supporting statement. The supporting statement must explain how you meet each of the selection criteria for the post using examples of your skills and experience. This may include experience gained in employment, education, or during career breaks (such as time out to care for dependants) Please upload all documents as PDF files with your name and the document type in the filename. All applications must be received by midday UK time on the closing date stated in the online advertisement. Information for priority candidates A priority candidate is a University employee who is seeking redeployment because they have been advised that they are at risk of redundancy, or on grounds of ill-health/disability. Priority candidates are issued with a redeployment letter by their employing department(s). If you are a priority candidate, please ensure that you attach your redeployment letter to your application (or email it to the contact address on the advert if the application form used for the vacancy does not allow attachments). If you need help Application FAQs, including technical troubleshooting advice is available at: https://staff.web.ox.ac.uk/recruitmentsupport-faqs Non-technical questions about this job should be addressed to the recruiting department directly [Insert your departmental contact details]. To return to the online application at any stage, please go to: www.recruit.ox.ac.uk. Please note that you will receive an automated email from our online recruitment portal to confirm receipt of your application. Please check your spam/junk mail if you do not receive this email. 5 Important information for candidates Data Privacy Please note that any personal data submitted to the University as part of the job application process will be processed in accordance with the GDPR and related UK data protection legislation. For further information, please see the University’s Privacy Notice for Job Applicants at: https://compliance.admin.ox.ac.uk/job-applicant-privacypolicy. The University’s Policy on Data Protection is available at: https://compliance.admin.ox.ac.uk/dataprotection-policy. The University’s policy on retirement The University operates an Employer Justified Retirement Age (EJRA) for very senior research posts at grade RSIV/D35 and clinical equivalents E62 and E82 of 30 September before the 70th birthday. The justification for this is explained at: https://hr.admin.ox.ac.uk/the-ejra. For existing employees on these grades, any employment beyond the retirement age is subject to approval through the procedures: https://hr.admin.ox.ac.uk/the-ejra. There is no normal or fixed age at which staff in posts at other grades have to retire. Staff at these grades may elect to retire in accordance with the rules of the applicable pension scheme, as may be amended from time to time. Equality of opportunity Entry into employment with the University and progression within employment will be determined only by personal merit and the application of criteria which are related to the duties of each particular post and the relevant salary structure. In all cases, ability to perform the job will be the primary consideration. No applicant or member of staff shall be discriminated against because of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. 6 Benefits of working at the University Employee benefits University employees enjoy 38 days’ paid holiday, generous pension schemes, travel discounts, and a variety of professional development opportunities. Our range of other employee benefits and discounts also includes free entry to the Botanic Gardens and University colleges, and discounts at University museums. See https://hr.admin.ox.ac.uk/staff-benefits University Club and sports facilities Membership of the University Club is free for all University staff. The University Club offers social, sporting, and hospitality facilities. Staff can also use the University Sports Centre on Iffley Road at discounted rates, including a fitness centre, powerlifting room, and swimming pool. See www.club.ox.ac.uk and https://www.sport.ox.ac.uk/. Information for staff new to Oxford If you are relocating to Oxfordshire from overseas or elsewhere in the UK, the University's Welcome Service website includes practical information about settling in the area, including advice on relocation, accommodation, and local schools. See https://welcome.ox.ac.uk/ There is also a visa loan scheme to cover the costs of UK visa applications for staff and their dependents. See https://staffimmigration.admin.ox.ac.uk/visa-loan-scheme Family-friendly benefits With one of the most generous family leave schemes in the Higher Education sector, and a range of flexible working options, Oxford aims to be a family-friendly employer. We also subscribe to the Work+Family Space, a service that provides practical advice and support for employees who have caring responsibilities. The service offers a free telephone advice line, and the ability to book emergency back-up care for children, adult dependents and elderly relatives. See https://hr.admin.ox.ac.uk/my-family-care Childcare The University has excellent childcare services, including five University nurseries as well as University-supported places at many other private nurseries. For full details, including how to apply and the costs, see https://childcare.admin.ox.ac.uk/ Disabled staff We are committed to supporting members of staff with disabilities or long-term health conditions. For further details, including information about how to make contact, in confidence, with the University’s Staff Disability Advisor, see https://edu.admin.ox.ac.uk/disability-support Staff networks The University has a number of staff networks including the Oxford Research Staff Society, BME staff network, LGBT+ staff network and a disabled staff network. You can find more information at https://edu.admin.ox.ac.uk/networks The University of Oxford Newcomers' Club The University of Oxford Newcomers' Club is an organisation run by volunteers that aims to assist the partners of new staff settle into Oxford, and provides them with an opportunity to meet people and make connections in the local area. See www.newcomers.ox.ac.uk. 7
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Are you ready to be the heartbeat of our Estates team? We're seeking an individual to join us as an Estates Helpdesk Assistant, where you'll play a pivotal role in ensuring the smooth operation of our support services. If you're adept at juggling multiple tasks, thrive in a fast-paced environment, and are passionate about delivering exceptional customer service, we want to hear from you! Overview of the Role: As part of our Estates Helpdesk team, you'll be the central point of contact for all Estates-related requests and queries. From managing meeting room bookings to addressing building faults and facilitating card access, you'll be at the forefront of ensuring efficient operations. The role holder is expected to interact with a range of stakeholders from our principle customers across the wider university, through to suppliers, contractors, tradesmen and other sections of the Estates Services Division. A versatile approach to communication by e-mail, telephone, radio and in person is a key element in support of the service offered by Estates Helpdesk. Whilst the role allows for some remote working, the workplace may be any University of Oxford building in order to meet operational requirements. What We Offer As an employer, we value the well-being and development of all our employees. We offer a comprehensive range of benefits, including: • You will be part of a collaborative and forward-thinking team dedicated to customer service and innovation • 30 days of annual leave (excluding public holidays) • Hybrid working arrangements for a healthy work-life balance • Extensive personal and professional development opportunities • Supportive childcare services for working parents and guardians • Generous family leave for pregnancy, adoption, paternity, and shared parental leave • Excellent contributory pension scheme for your financial future • Salary sacrifice scheme for additional savings • Subsidised sports centre membership to promote well-being • Cycle loan scheme to encourage sustainable commuting • Discounted bus and transit travel In addition, you will have access to a vibrant community with social groups and sports clubs, fostering an inclusive atmosphere. Selection Criteria: Essential • Previous experience in a Facilities Helpdesk or customer service role. • Proficiency in Microsoft products (Outlook, Excel, Word). • Ability to work across multiple computer systems effectively. • Experience in a similar environment. • Strong communication skills and a commitment to excellent customer service. • Ability to work collaboratively in a team. • A proactive mindset. Selection Criteria: Desirable • Relevant qualifications in Facilities Management or Business Administration. How to Apply: To apply for this position, please submit the following documents as part of your online application: • Covering letter/supporting statement • Curriculum vitae (CV) • Contact details of two referees (only contacted if you are successful) Only applications received before 12 pm on Friday 12 April 2024 can be considered. Interviews will hold on Monday 22 April 2024. Don't miss this chance to be part of our dedicated team! If you're ready to take on this exciting opportunity and contribute to the efficient functioning of our Estates team, apply now to join us as an Estates Helpdesk Assistant. We offer a supportive work environment, opportunities for growth, and the chance to make a real impact.
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Are you ready to be the heartbeat of our Estates team? We're seeking an individual to join us as an Estates Helpdesk Assistant, where you'll play a pivotal role in ensuring the smooth operation of our support services. If you're adept at juggling multiple tasks, thrive in a fast-paced environment, and are passionate about delivering exceptional customer service, we want to hear from you! **Overview of the Role:** As part of our Estates Helpdesk team, you'll be the central point of contact for all Estates-related requests and queries. From managing meeting room bookings to addressing building faults and facilitating card access, you'll be at the forefront of ensuring efficient operations. The role holder is expected to interact with a range of stakeholders from our principle customers across the wider university, through to suppliers, contractors, tradesmen and other sections of the Estates Services Division. A versatile approach to communication by e-mail, telephone, radio and in person is a key element in support of the service offered by Estates Helpdesk. Whilst the role allows for some remote working, the workplace may be any University of Oxford building in order to meet operational requirements. **What We Offer** As an employer, we value the well-being and development of all our employees. We offer a comprehensive range of benefits, including: • You will be part of a collaborative and forward-thinking team dedicated to customer service and innovation • 30 days of annual leave (excluding public holidays) • Hybrid working arrangements for a healthy work-life balance • Extensive personal and professional development opportunities • Supportive childcare services for working parents and guardians • Generous family leave for pregnancy, adoption, paternity, and shared parental leave • Excellent contributory pension scheme for your financial future • Salary sacrifice scheme for additional savings • Subsidised sports centre membership to promote well-being • Cycle loan scheme to encourage sustainable commuting • Discounted bus and transit travel In addition, you will have access to a vibrant community with social groups and sports clubs, fostering an inclusive atmosphere. **Selection Criteria: Essential** • Previous experience in a Facilities Helpdesk or customer service role. • Proficiency in Microsoft products (Outlook, Excel, Word). • Ability to work across multiple computer systems effectively. • Experience in a similar environment. • Strong communication skills and a commitment to excellent customer service. • Ability to work collaboratively in a team. • A proactive mindset. **Selection Criteria: Desirable** • Relevant qualifications in Facilities Management or Business Administration. **How to Apply:** To apply for this position, please submit the following documents as part of your online application: • Covering letter/supporting statement • Curriculum vitae (CV) • Contact details of two referees (only contacted if you are successful) Only applications received **before 12 pm on Friday 12 April 2024 can be considered.** **Interviews will hold on Monday 22 April 2024.** Don't miss this chance to be part of our dedicated team! If you're ready to take on this exciting opportunity and contribute to the efficient functioning of our Estates team, apply now to join us as an Estates Helpdesk Assistant. We offer a supportive work environment, opportunities for growth, and the chance to make a real impact.
University Administration and Services (UAS)
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171943 Estates Helpdesk Assistant - JD.pdf
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Estates Services, The Malthouse, Tidmarsh Lane, Oxford
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