20 Dec

Campus Operations Helpdesk And Customer Services Administrator Jobs Vacancy in Massey University Albany

Campus Operations Helpdesk And Customer Services Administrator
Massey University
Albany AUK
20 Dec, 2017 30+ days ago

Massey University Albany urgently required following position for Campus Operations Helpdesk And Customer Services Administrator. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Campus Operations Helpdesk And Customer Services Administrator Jobs Vacancy in Massey University Albany Jobs Details:

The Helpdesk and Customer Services Administrator is a key position within the Campus Operations team. Working in a busy, fast-paced office environment where each day brings new challenges, the role provides help desk, administrative support and reception services to a wide range of customers from across the campus community.

An essential part of the role will be dealing with enquiries and service requests from both internal and external clients; processing day to day tasks to ensure the timely delivery of services and contributing to managing workload peaks within the team. Excellent communication skills, a friendly telephone manner, good computer skills and a happy disposition are essential including the ability to think quickly to resolve situations as these arise while simultaneously paying attention to detail, accuracy and multitasking. A high degree of competency using electronic systems is also required.

This role is a part time position for 25.5 hours per week. Hours of work are over a minimum of three days per week including Fridays and will be negotiated with the right candidate. Flexibility to provide additional cover for other staff at times would also be desirable. Applicants should advise availability limitations in their covering letter.

Job description Purpose statement To provide high quality front-line help-desk and reception services including general office duties and to upkeep and maintain Maximo, the asset management software package.

Responsible to Facilities Operations Manager through Team Leader, Customer Services

Key accountabilities

  • Help Desk and Reception Services
    a. Provide reception services within the department, receiving incoming emails, calls (phone & RT) and face to face contact with internal and external clients. Action and/or direct as necessary.
    b. Provide a facilities fault reporting help desk to enable timely rectification of maintenance reports and requests.
    c. Receive, record, allocate for action and track the progress of all enquiries and service requests to the Helpdesk from both internal and external clients using Maximo asset management software.
    d. Liaise with other University staff to check status of enquiries and close off completed items. Escalate problems to relevant manager when necessary.
    e. Liaise with cleaners and security to ensure smooth out-of-hours operation and rapid response during business hours, where possible.
    f. Raise orders for small maintenance requirements and cleaning/general consumables for approval by the relevant manager.
    g. Administer cleaning schedule and escalate complaints as required.
    h. Receive complaints and refer to the appropriate person for resolution.
  • Keys and Access Cards
    a. Administer the issuing and return of keys and access cards to staff and students, in accordance with current policies and procedures
    b. Maintain the accuracy and integrity of the Key Manager software with particular emphasis on following up and resolving issues around overdue keys and lost and found keys and cards.
    c. Handle daily issuing and recovery of contractors’ keys and access cards.
  • Car Parking
    a. Administer annual parking renewals and maintain staff parking register, in conjunction with Campus Operations Help Desk.
    b. Develop and maintain vehicle and offence register in conjunction with the contracted security provider and iTrak database.
  • Building Management Systems/Access Control
    a. Assist, when required, with preparation and programming of door and occupancy scheduling for the campus, ensuring all reasonable users’ expectations are met.
    b. In conjunction with the Systems Administrator, review door programme processes and ensure efficient, user-friendly service is maintained.
  • General
    a. Liaison with University staff to provide support for events and functions.
    b. Provide administrative and operational support to management, as required.
    c. Maintain administration files and, in conjunction with the Customer Services Team Leader, ensure processes are reviewed, documented and up to date.
    d. Assist with room bookings and space management for internal and external clients, as required.
    e. Participate in departmental meetings and achieving deadlines which contribute to the overall success of the team.
    f. Contribute to an effective team response when emergencies and serious incidents arise.
    g. Undertake other tasks and responsibilities as required by Management.

  • Person specification Qualifications • NCEA level 3 or relevant business/commerce qualifications preferred but not essential.

    Experience • Previous administrative/help desk or other customer service experience, preferably in the tertiary education sector.

    Personal attributes and behaviours • Customer focus - Understanding customer needs, using this to make appropriate decisions and take appropriate action to achieve appropriate outcomes.
    • Good communication skills - Conveying messages and information effectively with confidence and clarity
    • Relationship skills - Develops, builds and maintains effective professional relationships.
    • Planning & Organising – Administering operating processes and procedures within the needs of the customer and University Policy and on time
    • Team player - Ability to work in a team and provide support to all team members when required
    • Adaptability – Being flexible when working with situations and others in the face of change, and deliver results
    • Accuracy – Sets and maintains high work standards in relation to the campus experience for clients
    • Reliability – Demonstrate consistency, dependability and commitment to staff, students and others at all times
    • Assertiveness – The ability to assert own needs opinions and feelings whilst valuing those of others by demonstrating understanding and respect
    • Future focus – Understand and embrace the need for continual improvements to achieve University objectives

    Additional Pre-employment Checks None required

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