DEPUTY FM HELPDESK MANAGER

Bellrock is the trusted challenger in UK property services. Driven by insights, powered by technology, and delivered by talented people, we are redefining how real estate is managed.
Since 2003, our people-first and technology-led approach has helped organisations across the UK transform their estates into high-performance, sustainable environments. Through our integrated service modelspanning Technologies, Consulting, Critical Engineering & Jordon, and Intelligent Asset Carewe deliver compliance, quality, and operational excellence while reducing cost and carbon impact.
Our award-winning Concerto IWMS platform, together with mobile solutions from Mobiess and energy analytics from InMetriks, enables smart, data-led estate management at scale.
To ensure that all duties of the FM Help Desk team are performed to a high standard to meet the contract requirements and ensure the production of reports with a standard of accuracy and quality which can be presented internally and to clients and directors of Exchequer Partnership. Provide management support in order to develop of the FM Help Desk services and team.

HOW WILL YOU BE THE CHANGE?

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how deliver value for our customers, and building systems that lead the way

And as a Deputy FM Helpdesk Manager with Bellrock, you’ll do it by

• Responsible for assisting the FM Help Desk Manager with HR issues such as disciplinary, sickness management and performance appraisals. Escalating any issues as appropriate.
• Produce weekly rotas and manage holiday requests to ensure the Help Desk is manned to cover the contractual core hours to include cover for holidays and sickness.
• Hold regular meetings with Helpdesk Operators to discuss outstanding issues with the Help Desk team.
• Ensure FM Help Desk Operators are meeting their key responsibilities as laid out in their job descriptions.
• Assign responsibilities to the Help Desk Operators to ensure all work in undertaken in an effective and efficient manner.
• Provide monthly/weekly/daily individual or team coaching sessions to FM Help Desk Operators to deliver feedback on performance.
• Ensure all new starters follow the full comprehensive Help Desk training programme during their first two weeks of employment and monitor the helpdesk operator performance after
• Ensure all staff members are being trained on new procedures and assisting the FM Helpdesk Manager.
• Ensure that key management procedures are followed.
• Attend Risk Assessment walks/meetings when required.
• Assist the FM Helpdesk Manager in creating/defining new implemented procedures within the helpdesk, type and inform the FM Helpdesk Operators.
• Ensure availability for FM Helpdesk Operators to assist in daily tasks.
• Provide cover and support to helpdesk shifts when required.
• Responsible for managing own jobs raised through the helpdesk integrated system.
• Assist the FM Helpdesk Manager in the recruitment process and interviewing stage.
• Assist the FM Helpdesk Manager in reporting IT issues raised within team, with the operating system relating to the shared inbox, as well as other Concerto queries raised by contractors or clients.
• Assist the FM Helpdesk Operator & FM Helpdesk Manager in updating the building intranet
• Provide training for Bellrock staff and contractors in the use of the Help Desk systems.
• Ensure all new starters are fully trained and can manage day to day tasks.
• Ensure all new starters and existing staff is updated with procedures within the contract.
• Ensure all communications from management/HO are passed onto the team accordingly.
• Ensure all FM Helpdesk Operators are engaging in their E safety learning.
• Ensure all FM Helpdesk Operators are trained in Concerto and Matrix, among other systems used.
• Ensure escorting is provided to all non-cleared new starters.

• Responsible for assisting the FM Help Desk Manager with HR issues such as disciplinary, sickness management and performance appraisals. Escalating any issues as appropriate.
• Produce weekly rotas and manage holiday requests to ensure the Help Desk is manned to cover the contractual core hours to include cover for holidays and sickness.
• Hold regular meetings with Helpdesk Operators to discuss outstanding issues with the Help Desk team.
• Ensure FM Help Desk Operators are meeting their key responsibilities as laid out in their job descriptions.
• Assign responsibilities to the Help Desk Operators to ensure all work in undertaken in an effective and efficient manner.
• Provide monthly/weekly/daily individual or team coaching sessions to FM Help Desk Operators to deliver feedback on performance.
• Ensure all new starters follow the full comprehensive Help Desk training programme during their first two weeks of employment and monitor the helpdesk operator performance after
• Ensure all staff members are being trained on new procedures and assisting the FM Helpdesk Manager.
• Ensure that key management procedures are followed.
• Attend Risk Assessment walks/meetings when required.
• Assist the FM Helpdesk Manager in creating/defining new implemented procedures within the helpdesk, type and inform the FM Helpdesk Operators.
• Ensure availability for FM Helpdesk Operators to assist in daily tasks.
• Provide cover and support to helpdesk shifts when required.
• Responsible for managing own jobs raised through the helpdesk integrated system.
• Assist the FM Helpdesk Manager in the recruitment process and interviewing stage.
• Assist the FM Helpdesk Manager in reporting IT issues raised within team, with the operating system relating to the shared inbox, as well as other Concerto queries raised by contractors or clients.
• Assist the FM Helpdesk Operator & FM Helpdesk Manager in updating the building intranet
• Provide training for Bellrock staff and contractors in the use of the Help Desk systems.
• Ensure all new starters are fully trained and can manage day to day tasks.
• Ensure all new starters and existing staff is updated with procedures within the contract.
• Ensure all communications from management/HO are passed onto the team accordingly.
• Ensure all FM Helpdesk Operators are engaging in their E safety learning.
• Ensure all FM Helpdesk Operators are trained in Concerto and Matrix, among other systems used.
• Ensure escorting is provided to all non-cleared new starters