Description:
Are you passionate about service excellence? Are you a bold customer service and administrative professional looking to support students in getting a world class education at a University which values Equity Diversity and Inclusion? TMU is looking for a temporary Help Desk Facilities Assistant. Read on if this sounds like you!
The Help Desk Facilities Assistant provides front-line customer service and troubleshooting support to the Toronto Metropolitan University (TMU) community via telephone, e-mail, in-person, and other mediums as appropriate, with respect to all building, operating and maintenance related matters. Performs a range of administrative tasks in support of the department, such as reception, database management, electronic document filing, scheduling of work, preparing work requests, generating reports, etc.
Job responsibilities
Here are some of the things you will be doing in this role:
- Provides front-line client service for the department
- Provides efficient and effective front-line customer service and troubleshooting support to the TMU community using various methods such as telephone, e-mail and google form submission with respect to all building, operating and maintenance related matters.
- Maintains the department’s computerized maintenance management system (CMMS). Inputs service request information into the software and generates work requests for Facilities Services staff. Verbally transfers work requests of an immediate nature by telephone and radio to the appropriate Supervisor or lead hand.
- Logs, updates and requests services for elevating device issues across campus. Liaises and coordinates directly with elevator/escalator maintenance providers to have incoming issues addressed quickly.
- Works in a team setting ensuring complete support coverage and continuity of service through cooperation with coworkers.
- Triages all FMD inquiries and redirects customers to the appropriate service line within the department. Uses standard operating procedures to ensure that all inquiries are directed to the appropriate person.
- Provides first level administrative support
- Creates, generates and updates simple reports, presentations, documents and other correspondence as assigned, using known sources of data.
- Monitors office supplies inventory and makes requests for replenishment; reconciles billings/charges for office operations as necessary.
- Assist with coordinating the scheduling of Facilities services work. Examples include event setups, painting requests, and large cleaning assignments.
- Assigns straightforward tasks and trains on standard processes and operating procedures.
- Maintains internal procedures for file and information storage
- Maintains internal office systems to ensure efficient recording, storage and retrieval of departmental information and files.
- Collaborates with Ryerson Security to assist with maintaining a clean and safe environment for students, staff and faculty.
Qualifications
- Completion of a post-secondary certificate program in office administration, business administration or a related field.
- Minimum of 2 years in a similar, front facing, customer service help desk position.
- Experience in Microsoft Office, Google Suite, CMMS, report preparation, office procedures/practices, scheduling and event coordination.
- Experience in customer service or administrative support, preferably in a facilities management environment.
- Organizational and administrative skills.
- Demonstrated knowledge of CMMS, word processing programs, Google Suite applications as well as administrative, client service, oral and written communication, prioritization, and time management skills.
- Basic knowledge of Facilities Services
- Superior customer service and interpersonal skills