Job Description

The role

Responsible for supervising the day to day delivery of an effective help desk service to a wide range of internal and external customers.

Key deliverables

Provide best in class customer service to internal and external customer base

Maintain regular and effective communication with clients and tenants

Maintain regular and effective communication with internal colleagues in Property Management, support functions and the wider Real Estate business

Monitor works conducted/service provided by suppliers

Measure and report supplier performance against agreed SLAs

Attend supplier meetings representing help desk function

Prepare reports for a variety of stakeholders

Ensure compliance with all internal procedures and policies \xe2\x80\x93 e.g. Procurement, Finance, Compliance, HR

Update the database to ensure currency

Ensure all relevant work requests received are logged correctly and timelessly, then

transmitted to the correct supplier, and that follow ups are conducted as appropriate

Complete administrative tasks as required to include use of systems, filing, inventory management etc.

Ensure Helpdesk is switched to the out of hours supplier on a daily basis

Assist the Helpdesk Supervisor as and when required

Carry out any other additional duties as required, or directed by the FM Management Team

Person specification

Experience

Previous experience in a similar role

Understanding of commercial leases and the landlord and tenant relationship

Understanding of service charge budgets and accounting principles

Good health and safety and environmental knowledge

Good mechanical and electrical services knowledge

Excellent English language skills \xe2\x80\x93 both written and spoken

IT literate \xe2\x80\x93 MS Office, Crystal, QFM and Visio at intermediate level

25 days annual leave (with the option of purchasing up to 5 additional days via flex benefits), Private medical cover for self, Long Term Disability Insurance, Interest free season ticket loan, Private GP Service, Group Income Protection, Bonus Scheme - you will be eligible to participate in the Company\xe2\x80\x99s Bonus Scheme, Eye Care Voucher, Pension.

\xe2\x80\x9cBNP Paribas Real Estate is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.\xe2\x80\x9d

BNP Paribas