Help Desk Officer

2 weeks ago

Delhi Delhi, India Foreign & Commonwealth Office Full time

Job Description (Roles and Responsibilities) 1

**Main purpose of job**:
The primary purpose of this position is to lead the Resolver Group and deliver comprehensive administrative support for the operations of the Estates department. The role is designated as the central communication hub for all matters pertaining to Estates.
- We reserve the right to review, revise or amend the roles and responsibilities from time to time reflecting the changing needs of business._

**Roles and responsibilities / what will the jobholder be expected to achieve?**:
The incumbent will be responsible for managing and refining the Management Information system on a monthly and weekly basis. This includes oversight of various projects - ranging from immediate, short-term tasks to long-term strategic planning and the day-to-day management necessary to maintain optimal performance of the Estates. The jobholder is expected to stay informed of performance metrics trade-wise, location-wise, and concern-wise, providing thorough explanations for any variances or deviations in the monthly reports.

The role entails devising and executing an effective communication strategy to enhance outreach for the Estates, thereby ensuring a stronger focus on customer satisfaction.

The jobholder will oversee the management and reallocation of all work requests submitted through the ServiceNow (SNOW) ticketing system. This encompasses a variety of reactive and routine maintenance tasks.

A key responsibility includes ensuring the swift and successful completion of assigned works by coordinating with the technical team to prioritize tasks according to urgency, and to provide timely updates under varying circumstances. The jobholder will monitor the prompt delivery of customer service and periodically review the helpdesk service statistics as well as Management Information system data.

Furthermore, the role requires the generation of monthly financial recoveries for the Office of Government Department (OGD), the Property Advisory Group (PAG), and other paid services.

The jobholder will also coordinate various Estate management audits and technical inspections, acting as the liaison for IT-related matters.

Additional administrative duties may be assigned as needed to support the Head of Estates Operations, ensuring the smooth and efficient functioning of departmental activities.

**Resources managed** (staff and expenditure):
1x AA

**Language requirements**:
Language: English

Level of language required: Proficient

Essential qualifications, skills and experience 1

**Essential on arrival**:
We are looking for:

- A dynamic professional Graduate with strong interpersonal and communication abilities.
- A minimum of 2-3 years of experience in customer service or a related field is necessary.
- Proficiency in IT and a thorough understanding of Windows-based programs such as Word, Excel, and Outlook are also essential.

Desirable qualifications, skills and experience 1

**Desirable**:

- The ability to communicate clearly and confidently with a range of people, both on the phone and face-to-face in English and Hindi.
- Experience of using any asset/property management system would be an added advantage.
- ** **Strong teamwork skills are essential.
- Required behaviours 1- Making Effective Decisions, Managing a Quality Service, Delivering at Pace, Communicating and Influencing, Working Together Application deadline 1
- 15 February 2024

Grade 1
- Administrative Officer (AO)

Type of Position 1
- Full-time, Permanent

Working hours per week 1
- 40

Region 1
- South Asia & Afghanistan

Country/Territory 1
- India

Location (City) 1
- New Delhi

Type of Post 1
- British High Commission

Number of vacancies 1
- 1

Salary Currency 1
- INR

Salary 1
- INR 53,642 per month along with 12% Provident Fund and 6% Superannuation Fund.

Start Date 1
- 18 March 2024

Other benefits and conditions of employment 1- Additionally, the BHC offers a great benefits package that includes annual domiciliary medical cover, plus a Group Hospitalisation Scheme with INR 500,000 floater cover for your immediate family.
- No relocation or any other related costs or assistance will be provided.
- **Please note -** BHC does not deduct tax at source and employees are required to ensure that any requirements of local income-tax law are complied with in full. Employees who are not liable to pay local income tax on their Mission salary, e.g., some non-local national staff and some spouses or partners of UK diplomatic staff, will have their salaries abated by an equivalent amount.
- The BHC is recognised as a good employer, with a robust, fair and transparent performance management & appraisal system linked to increments and staff bonuses. We have a 5-day working week, plus annual leave, public holidays, maternity leave provision, special leave, paid sick leave provision; ample development opportunities, travel opportunities, a good organisational culture, and excellent work/life balance

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