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Helpdesk Administrator

Directorate of Estates & Campus Services
Based at
University of York - Heslington Campus
Hours of work
Contract status
Fixed term
18,263 - 21,585 a year
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Role Description

The Directorate of Estates & Campus Services (DECS) is the largest support department within the University of York.  The Facilities Helpdesk is part of the DECS Administration & Information Team and is the central point of contact for internal customers and external contractors to log Facilities and Campus related work requests and queries.

This role offers an exciting opportunity to join the highly regarded Facilities Helpdesk team.

You will demonstrate a clear commitment to achieving service excellence through continuous improvement. You will be a first point of contact either by telephone or in person providing a first class helpdesk and reception service to staff, students, contractors and visitors.

The workload is diverse; no two days are the same. Each year the Helpdesk Team:

  • Deliver 2k contractor inductions and complete health and safety competency checks for around 26k contractor visits;
  • Receive up to 38k customer work requests and allocate to our internal and external service providers;
  • Provide admin support for up to 40,000 planned/statutory maintenance work orders;
  • Prepare and circulate reports concerning the above activities;
  • Actively participate in improvement initiatives with customers and service providers

As our ideal candidate you will be someone who can remain calm under pressure and prioritise tasks in a busy and vibrant office environment.

You will possess great written and verbal communication skills as you will need to communicate with people at all levels within the University community. In addition, you will be a strong team player who can demonstrate an “in it together” attitude supporting other team members and knowing when to ask for help.

Excellent IT skills are a must as this team use a variety of software packages, including e-mail, spreadsheets and databases.

You should be someone who is committed to developing yourself and the services you provide.

The working pattern requires early starts on alternate weeks as the office operates between 07:30 to 17:00 Monday to Friday. Further details of the work pattern will be discussed at interview.

The post is full time and available immediately on a fixed term basis until 18 March 2019.  

Informal enquires can be made via email to or

Interviews will take place on the 18 June 2018.

Vacancy Reference: 6660

The University is committed to promoting a diverse and inclusive community  – a place where we can all be ourselves and succeed on merit. We offer a range of family friendly, inclusive employment policies, flexible working arrangements, staff engagement forums, campus facilities and services to support staff from different backgrounds.

         IIP Silver Award Athena Swan Bronze               

A place where we can ALL be ourselves #EqualityatYork



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