Catholic School District
1000 5 Ave SW, Calgary
Overall Accountability
The Facilities Service Assistants take on a variety of duties and responsibilities. Their main duties are manning a Call Centre to provide support and guidance to our 120+ locations. This includes making and answering calls from customers, triaging requests in an online reporting, work management system, and solution seeking to guide customers when requests are outside of the Facilities department area of responsibility. supports the daily operations of the Service Desk, provides coverage of the caretaking desk and other functions of the Facilities Department as required.
Specific Accountabilities
Daily operations of the Service Desk Call Centre
- Works in a collaborative team environment
- Answer and direct customer queries for all incoming requests and questions related to buildings operations and needs
- Hold meaningful conversations to understand and document customer needs and ensure they are passed on to the correct department, as needed
- Manage and coordinate emergency communications
- Invoice data entry and workflows
- Perform system data grooming tasks as scheduled and assigned for data quality control
- Collaborate with colleagues to provide better customer service across the organization
- Facilities Service Desk Agents from 2+ locations as per a rotating schedule
Reports
- Create reports for specific inquiries related to district sites and requests
- Manage electronic filing of Preventative Maintenance, Alarm and Fire Department reports
- Assist with paper filing of various reports and other items as assigned
- Data reconciliation and special projects as assigned
Building Floor Support
- Provide support with the release of vendor payments
- Provide support with signing out of access devices (keys, proxy cards) to internal staff and external contractors
- Greet and guide floor visits
Caretaking Desk Support
- Provides back up for caretaking desk support for vacations
Qualifications
- High School diploma or equivalent
- Minimum one (1) year experience with a recognized Enterprise Maintenance system preferable with enterprise facility management software
- Minimum of Two(2) years experience, within the last 5 years, in a direct one on one customer service roles in any service industry that required problem solving.
Other Skills
- Passion and curiosity to help customers meet their needs and solve their concerns
- Capability to critically think on your feet, multi-task, and thrive in a fast-paced environment
- Positive, enthusiastic attitude with strong people skills
- Skilled at deescalating issues, managing emergencies in a calm, focused manner
- Experience with end user support and issue resolution
- Ability to deal with confidential and sensitive data and situations with sound judgment and diplomacy
- Excellent ability to work in a collaborative environment both with teammates and other business units
- Proven understanding of basic building operation requirements such as lighting, power, plumbing
- Working knowledge of facilities systems and related terminology
- Intermediate proficiency with Microsoft Office products, particularly Excel
- Experience with Service Now is an asset
The Calgary Catholic School District is committed to fair and accessible employment practices and considers catholicity, equity, diversity, and inclusivity to be foundational to its institutional success
The Calgary Catholic School District seeks to foster a workplace that reflects the full breadth of the communities it serves.