Job Profile
Helpdesk Operator
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 Helpdesk Manager the candidate will be responsible for operating the helpdesk service. The
individual will work as part of the Control Hub 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 (IFS). 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 completion – produce reports.

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.

Providing onsite absence cover for all GAM UK Helpdesks as part of rotation system.

Any other duties required to ensure an effective and efficient helpdesk service is delivered in
accordance with GRAHAM ISO management systems and Quality Control procedures.
Graham FM operates computer-aided facilities management helpdesk software known as IFS and helpdesk tasks
will be performed on this system.
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.
intervals.
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Specific tasks & objectives will be agreed with the post holder at regular
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Person Specification
Technical Competencies
Essential
Demonstrate previous experience in a similar role or have proven strong administration skills
Strong IT skills
Desirable
Experience in Helpdesk systems software
Behavioural Competencies
Team Work: working collaboratively together, sharing knowledge and experiences to deliver the best solutions

Team Player: Always willing to be involved in other activities to achieve company objectives. Works
collaboratively and uses influence to gain resolution of issues. Demonstrates honestly, loyalty and
commitment
Openness: listening and sharing; building trust and acting with integrity; treating others with respect and
working with transparency

Effective Communication skills: Able to adapt communication to audience and create detailed written
documents and reports. Able to maintain and manage communication links with a variety of
stakeholders. Presents a professional image and promotes the Brand.
Respect: encouraging, supporting and understanding others - their ideas, their views and their knowledge


Influencing: Identifies and builds relationships with those who will be useful now and in the future in
achieving strategic business objectives.
Relationship management across business units and key stakeholders including persuade and influence
others through strong and comprehensive communication and diplomacy skills
Performance: being professional and adopting best practice to meet clients' highest expectations while
achieving the highest possible standings in terms of quality, health, safety and sustainability


Initiative: is highly motivated, flexible and can work unsupervised to get results in an effective way.
Can manage deadlines and takes an organised approach to work. Takes a proactive approach to selfdevelopment.
Commercial Awareness: strong business acumen combined with the creativity and drive to meet the
business requirements. Flexible and quickly adapts to changing business needs and processes.
Innovation: encouraging our team to be inventive and continually adapting and introducing fresh approaches to
all aspects of our business; striving to be the best


Customer Focus: Takes time to question and understand the real, underlying needs of the customer,
beyond those initially expressed. Always works closely with customers, developing an independent view
of their needs and acting in their long term interest. Not afraid to challenge the status quo.
Efficiency Understands and seeks to minimise waste in resources and processes. Adopts and
encourages others to adopt new ways of working.
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Benefits with this role include: Pension, Health Care Scheme, Life Assurance, Cycle to Work
Scheme and Childcare Vouchers
Graham Asset Management is an Equal Opportunities Employer
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