Helpdesk and Maintenance Support

Helpdesk and Maintenance Support Administrator
The Honourable Society of the Middle Temple – City of London

Permanent – Full Time (Monday to Friday 0800 to 1630)
£28,000 per annum plus excellent benefits
The Inn
The historic Middle Temple is one of the four Inns of Court which have the exclusive right to call
men and women, who have completed the necessary academic qualifications, to the Bar of
England and Wales. This entitles them, after a period of pupillage (vocational training) to practise
as Barristers. As well as calling men and women to the bar, Middle Temple is a members’
organisation for barristers and provides them with various services and resources including
catering and events, a library, training and accommodation (business and residential).
The role
We are looking for a Helpdesk and Maintenance Support Administrator to provide high quality
support to the Estates team and in particular the maintenance function. You will be expected to be
confident in dealing with a host of telephone calls and emails, most of which will be wanting a
problem to be resolved. There will be occasions when you will be expected to go and look at a job
and assess the problem in a bit more detail. You will enter jobs on a CAFM system, keeping records
and providing reports as required.
You will also be expected to keep on top of a multitude of maintenance contracts and keep up to
date records. In addition, you will maintain and keep up to date all relevant Health and Safety
records and documentation.
The ideal candidate will have a combination of helpdesk skills and a ‘trade’ background that would
enable you to provide basic advice for solutions to problems as well as being able to manage a
busy Help Desk.
Requirements
The successful candidate will have:
 3 A levels at Grade C or above /or a Technical Trade qualification
 3 to 5 years (or more) experience in a similar role (helpdesk or customer service), where
a very high level of customer service has been delivered.
 High level of knowledge of Microsoft Office programs
 Previous experience of working with a CAFM system
 The ability to remain calm when in challenging circumstances, and also be flexible and
adaptable to develop with the role.
 Experience in dealing with a wide range of people. In particular to be confident and
comfortable dealing with very senior and distinguished professional people.
 The ability to work effectively as part of a team
For further details on the requirements of and for the role please see the attached job description.
Benefits
Excellent benefits include a generous pension scheme, complimentary lunch when Hall is open,
private medical and life cover as well as a generous leave allowance.
How to apply
If you wish to apply please send your CV and a short covering letter explaining why you would like
the job to Migena Toci at: [email protected] . The closing date for applications
is Sunday 29 October 2017. Middle Temple is an Equal Opportunities employer.
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JOB DESCRIPTION
Position title: Helpdesk and Maintenance Support
Reporting to: Head of Facilities
Tenure: Permanent
Department: Estates
Key Objectives: To deliver an extremely efficient and effective Helpdesk service for the
Estates planned and reactive maintenance requests. To provide
technical support where required to the Estates team.
Hours: Full time 8.00am to 4.30pm Monday to Friday (with some flexibility
required)
About Middle Temple
Middle Temple is one of the four Inns of Court which have the exclusive right to call men and
women to the Bar, i.e. to admit those who have fulfilled the necessary qualifications to the
degree of Barrister-at-Law, which entitles them, after a period of pupillage (vocational training)
to practice as Barristers. The Inn holds numerous events and functions throughout the year
and is also available for private hire.
Main duties:
1. Manage the Help Desk function in its entirety. Taking initial calls for both planned
and reactive maintenance queries coming into the helpdesk, forwarding these jobs to
the right people within the right team.
2. Inputting all job data into the Inn’s Computerised Facilities Management (CAFM)
system – ensuring data accuracy at all times.
3. Prioritize calls/jobs effectively ensuring they go to the right member of staff and are
given the correct status.
4. Liaise closely with the Works team to ensure all paperwork from jobs raised and
closed is accurate and followed through to completion.
5. Provide reports on maintenance KPI’s and Service Level performance as agreed with
the Head of Facilities and senior stakeholders within the Estates team.
6. To ensure all maintenance contracts in the CAFM system are up to date.
7. Work with the Head of Facilities to ensure the CAFM system is being used to its full
potential, making suggestions for better use as appropriate.
2
8. To provide basic technical support between the Head of Facilities and the Estates
team. This will mean site visits to investigate problems.
9. To liaise with contractors as required to ensure they have all necessary permits,
authorisation and know what they are doing.
10. Liaise with the Estates team as a whole to ensure stock is monitored, controlled and
maintained and tracked.
11. Process all invoices as appropriate.
12. General office duties including:
 Receptionist duties, answering the phone in a polite and professional way

 Ordering supplies, placing purchase orders and other orders and tracking as
required
 Processing invoices
 General administration to support the Head of Facilities/Director of Estates as
required
 Scanning and archiving and keeping good records
13. Undertaking any other duties that may be required by the Director of Estates from
time to time.
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Person specification: Helpdesk and Maintenance Support
Essential Desirable
Qualifications 3 A Levels at grade C or above (or equivalent) HNC or HND

equivalent
And/or
Technical trade qualification with the appropriate

indentures or NVQ/City and Guilds equivalent.
Background/ At least 3 to 5 years’ experience of working in an Previous experience

experience administrative support function and/or customer of working with a
service function or supervisory level. This must Helpdesk
include dealing with trades, contractors, service
providers. An Estates based
trades (person) that
Proven experience of providing good customer has office experience
service and support. managing problems,
contractors etc.
IT literate with experience of using databases,
Microsoft Office (Word, Outlook, Excel) and other Experience of
computerised systems. CAFM/PPM system.
Skills A good communicator, particularly telephone and

email communication.
A strong multi-tasker, able to work independently to
prioritise requirements and juggle an ever-changing
workload without significant supervision.
Personal Methodical and highly organised.

qualities
Motivated, able to work independently and use own
initiative.
Calm under pressure, flexible and adaptable.
Collaborative, cooperative and able to make and

sustain positive relationships with colleagues.
Possessing good judgment, discretion and tact.
Comfortable dealing with very senior and

distinguished individuals, and able to represent the
organisation professionally both internally and
externally.

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Helpdesk and Maintenance Support Administrator

The Honourable Society of the Middle Temple – City of London

Position title: Helpdesk and Maintenance Support

Reporting to: Head of Facilities

About Middle Temple

6. To ensure all maintenance contracts in the CAFM system are up to date.

11. Process all invoices as appropriate.

12. General office duties including:

 Receptionist duties, answering the phone in a polite and professional way

Qualifications 3 A Levels at grade C or above (or equivalent) HNC or HND

Technical trade qualification with the appropriate

Background/ At least 3 to 5 years’ experience of working in an Previous experience

Skills A good communicator, particularly telephone and

Personal Methodical and highly organised.

Calm under pressure, flexible and adaptable.

Collaborative, cooperative and able to make and

Possessing good judgment, discretion and tact.

Comfortable dealing with very senior and

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