Help Desk Coordinator - Facilities

This is a Full Time Job

The Facilities Help Desk Coordinator is responsible to manage all aspects of the Real Estate and Facilities Help Desk, receiving and dispatching service calls.

Responsibilities:
• Responding to service requests generated by the employee population and logging in via Facilities computer maintenance management software (CMMS) system. Service calls are received direct into the CMMS system via OKTA or communicated via Slack, email or a dedicated Help Desk phone number.
• Monitor tickets dispatched to Facilities personnel and in house vendors in real time and track via the CMMS system. Review tickets submitted by employees ensuring proper categorization and assignments.
• Coordinate with Facilities Supervisors to ensure unassigned tickets are properly dispatched.
• Responsible for coordination of landlord services (via the Landlord’s proprietary system) related to freight elevator reservations, after hours HVAC services or impairments, as related to maintenance, construction activity, events, or after-hours activities.
• Via the CMMS system, generate weekly and monthly reports related to tracking of Facilities related metrics, productivity, identifying assigned workorders and tasks to be provided to Facilities Management.
• Maintain and update the Certificate of Insurance requirements for all vendors performing work in the building for various departments who contact Facilities for coordination. This may include sites outside of 1515 Broadway.
• Provide backup to issue purchase orders for services related to Facilities Maintenance utilizing the CMMS system (inclusive of, but not limited to; general maintenance, cleaning services, plumbing, electrical, etc.)
• Provide input for landlord communications such as the weekly weekend memorandum identifying off hour services and verification of landlord sundry charges.
• Work with Facilities Supervisors and Management to maintain preventive maintenance service schedules via CMMS system and other tracking methods.
• Provide a centralized resource to other Paramount sites utilizing the CMMS system communicating Facilities guidelines, procedures, and processes, as applicable.
• Process in-house shoot forms for production personnel as required.
• Access and adjust the Facilities Building Management System (BMS) to adjust HVAC systems as directed by Facilities personnel.
• Collaborate closely with departmental team leaders, maintenance personnel, landlord personnel, studio production and the events team to ensure a smooth delivery of services.

Knowledge and Skill Requirements:
• Ability to interface with various departments at various levels within the organization to solve issues utilizing available resources.
• Possess a positive customer service background and administrative skills. A basic understanding of building operations. Comfortable with a (CMMS) systems.
• Ability to maintain Facilities records in respective repository to be accessed by Facilities personnel and in house vendors at the direction of the Facilities department head.
• The Facilities Help Desk Coordinator serves as a formal point of contact and conduit for employees and guests to ensure they have a positive experience while working in or visiting the building. Must possess excellent communication and people skills.
• Ability to meet deadlines and manage workload utilizing effective time management skills.
• Ability to communicate clearly in verbal and written form.
• Initiative-taking and self-motivated with a willingness to learn.
• Proficient follow up skills.

Experience Required:
• Minimum of 2 years’ experience in building operations or facilities management exposure with an understanding of working in a corporate environment.
• Understanding of basic building operations systems and customer service.
• Experience with Facilities CMMS a plus.

Education Required:
• Minimum high school diploma
• Knowledge of basic computer skills such as Microsoft Office (Word, Excel, Outlook - PowerPoint is a plus) & Slack.