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Global Workplace Solutions

FM Supervisor (Helpdesk Supervisor)

Global Workplace Solutions

  • Dublin
  • Not disclosed
  • Permanent full-time
  • Updated 06/07/2012
this job is expired
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Johnson Controls has an exciting opportunity for a FM Supervisor (Helpdesk Supervisor) to join their team based in Ireland. The successful candidate will manage the client helpdesk & switchboard at...


A Fortune 100 company, Johnson Controls is a highly successful, global company that blends financial stability with an entrepreneurial spirit. Recognised as the world’s leading provider of Real Estate, Facilities Management Solutions and Building Controls, a career with Johnson Controls can take you anywhere and offers unlimited opportunities for professional development and personal growth.

Johnson Controls has an exciting opportunity for a FM Supervisor (Helpdesk Supervisor) to join their team based in Ireland. The successful candidate will manage the client helpdesk & switchboard at client site and carry out tasks supporting of the FM service delivery as directed by the Managers.
The Role of the FM Supervisor (Helpdesk Supervisor):
To be accountable for running of the Service Help Desk ensuring that there are no outstanding Service Requests
Take ownership of concerns, issues and requests by client’s members of staff and follow through to resolution
Liaise with client and customers providing feedback and maintaining good working relationship
Produce reports and prepare management information to deadlines as requested by Managers
Managing a Service Desk Operative
To support the Help Desk Operative as the first line response to the end user / customer ensuring that all calls are actioned in an efficient, timely manner with special emphasis on customer care and resolved in line with the relevant Service Level Agreement
Enter all verbal requests on the system accurately and efficiently
Transfer online requests from MS Service to Maximo/ SSR
Monitor level and status of service requests ensuring correct extension process is followed.
Produce daily / weekly management information to required deadlines.
Administrate Maximo and SSR as required to support the client Account
Create SSR user profiles as required by Johnson Controls and client Staff
Provide cover for FM team in cases of absence when required
Management of site meeting rooms, bookings and cancellations
This is not a comprehensive listing; Ad Hoc duties to support team will be included.
Ability to perform as well as manage general administrative tasks in support of the contract and the onsite team
Hi-light service issues and concerns to the AFM/ FM, for example jobs falling outside of SLA
Provide support to the AFM/FM with ad hoc activities
To ensure that all incoming calls / service requests on the helpdesk  / switchboard answered efficiently and politely
The ideal candidate should have/be:
Good customer service skills and experience, ability to work on their own initiative and preferably have some management skills. 
Good telephone manner and switchboard skills; must have confidence to deal directly with visitors and client staff; advanced knowledge of PCs and MS Office; able to organise and prioritise and delegate work; literate and able to create and maintain accurate records; able to work as part of a team.
Attention to detail
Ref Number: 076608
We offer a competitive salary and comprehensive benefits together with genuine opportunities for you to develop your skills and build on your career.
Our employees enjoy working in an environment that offers great advancement opportunities, including award winning training programmes, great benefits such as pension, healthcare, health insurance and much more.


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Ref: 076608
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