Job Title: - Graham

Job Profile
Helpdesk Operator
( HONWRC-GAM-JUNE11)
Job Title
Reporting to
No. Reports
Business/ Division
Location
Contract Type
Salary
Additional Benefits
Helpdesk Operator
Facilities Manager
None
GRAHAM Asset Management
N Ireland – NWRC
6 months FTC (to cover maternity leave)
Negotiable
Pension
Life Insurance
Job Summary
GRAHAM FM is one of the leading providers of property related Asset Management. It provides a full range of
property management services to both public and private sectors. Due to the success and expansion of the
business, we are looking for an enthusiastic, innovative, dynamic individual who will contribute to the team
meeting challenging business targets.
Reporting to the Facilities Management the candidate will be responsible for operating the helpdesk service.
The individual will work as part of the FM team but must demonstrate ability to work on own initiative.
Job Description
The Helpdesk Operator shall:
Log calls / jobs on the helpdesk database utilising helpdesk software (QFM). Calls / jobs may be
received by telephone, facsimile, email or in person.
Allocating works orders to directly employed maintenance team and / or supply chain.
Tracking job progress against pre-determined KPI’s including maximum allowable response and
rectification times and implementing escalation procedures.
Report back to clients and contract staff on job progress and on close out.
Updating asset history with works record sheets.
Uploading and amending asset information as held in the helpdesk database.
Operating paper based systems as necessary to compliment the operating software including back-up
systems.
General administration duties as and when required.
Any other duties required to ensure an effective and efficient helpdesk service is delivered in
accordance with Graham FM ISO management systems and procedures.
Graham FM operates a computer aided facilities management helpdesk software known as QFM and helpdesk
tasks will be performed on this system.
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This job description is intended to give the post holder an appreciation of the role envisaged for the Helpdesk
Operator & the range of duties to be undertaken.
It does not attempt to detail every activity. Specific tasks & objectives will be agreed with the post holder
at regular intervals.
Person Specification
Technical Competencies
Essential
Demonstrate previous experience in a similar role or have proven strong administration skills
Strong IT skills
Desirable
Experience in QFM software or similar system
Behavioural Competencies
Effective Communication Skills: Able to maintain & manage communication links with a variety of
stakeholders. Presents a professional image & promotes the brand.
Initiative: Is able to work alone to get results in an effective way. Understand & seeks to minimise waste
in resources & processes. Adopts & encourages others to adopt new ways of working.
Team Player: Always willing to be involved in other activities to achieve company objectives. Works
collaboratively & uses influence to gain resolution of issues. Demonstrates honesty, loyalty & commitment.
Please apply by either contacting Leigh Atchison on 028 9046 1821, by email to dorothy.lynas@graham.co.uk
or visit our website, www.graham.co.uk for downloading job profile & application form
Quote Reference No: HONWRC-GAM-JUNE11 Closing Date: Wed 22 nd June 2011
Graham Asset Management are an Equal Opportunities Employer
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