Casual (On-Call) Help Desk Operator

Surrey, BC, Canada Req #7
Wednesday, April 29, 2020
At Bouygues Energies and Services we aim to foster work environments that are client focused, results-orientated and collaborative. Bouygues Energies & Services is a leading provider of Facility Management services to a range of clients across Canada and, through our parent company, globally. Our Canadian projects include the government, aviation industry, and healthcare and entertainment sectors with contract duration ranging from short term to 28 years. With our sister company, Plan Group, we have significant reach into all asset classes. Our offices include Vancouver, Winnipeg, Montreal, Ottawa and Toronto.
 
We take pride in providing partnerships with our clients, providing facility management and energy solutions. Whether creating modern and imaginative work spaces, enhancing carbon and green performance, or delivering high quality facility services, we will bring our imagination, energy and technologies to deliver a unique client experience that creates tangible value and benefit to our clients and partners.
 
Our core values of safety, integrity, commitment, helpfulness, results, team work, empowerment, innovation and honesty contribute to our family-orientated Bouygues culture and we are committed to hiring people who are leadership focused, team-centered and pride themselves to take ownership and are accountable.

Reporting to the Help Desk Supervisor, the principle duties of a Help Desk Operator are to provide the first point of contact between our company and our client, communicating politely and professionally while following procedures to respond to customer inquiries.
 
As an Casual On-Call Help Desk Operator, you would not have set work shifts but would be asked to fill work shifts at various times and days based on your availability. 


SUMMARY:

Your key responsibilities for this role are:

  • receive phone calls or other contact and accurately log them on the Maximo Support System;
  • determine and assign type and priority of requests to ensure the work goes to the appropriate trade with the appropriate priority level, knowing when to escalate for immediate attention or supervisor intervention
  • facilitate the planned maintenance program by printing off job dockets and returning to the system when complete.
  • communicates effectively with Management regarding emergency situations ensuring that they can respond to client requests for information support.
  • learn and maintain to a high level, the knowledge of contractual obligations and associated penalty risks and be able to interpret and explain operational policies and procedures to the client. 
  • oversee maintenance and updating of Help Desk records in Maximo, which form the basis of the Company’s operations and enable the Company to show adherence to contractual obligations.
  • assist in the preparation of reports and documents as required, maintaining confidentiality at all times.

QUALIFICATIONS:
  • must be able to pass an RRS Security Clearance check as required for this secure facility.
  • ability to speak French fluently is considered an asset
  • previous customer service / call center experience within a large organization and some experience with a C.M.M.S., preferably Maximo
  • able to provide effective oral and written communication
  • strong organizational and interpersonal skills with a customer service orientation.
  • ability to work in a team environment, and deal effectively with client communication by managing priorities, multi-tasking and readily handling regular interruptions.
  • ability to deal with a diverse group of people in a calm, courteous, and effective manner regardless of their conduct.
  • strong computer literacy with a working knowledge of Microsoft Office (i.e. Word, Excel, and Outlook)
  • able to maintain confidentiality.
This is a unionized position with USW. This position requires a positive, ‘Can Do’ attitude and the ability to work in a fast paced, and customer service oriented environment.

Bouygues E&S is proud to be an equal opportunity employer.
At Bouygues, our employees contribute by fully expressing their attributes, skills and personalities, and grasping the opportunity to grow as individuals and to help the company grow. That is why we work hard to identify and uncover our talented employees, developing their potential by empowering them and putting their talents to use.

Come join one of the largest Facility Management companies, and apply today!

Other details

  • Job Family New
  • Pay Type Hourly
  • Hiring Rate $22.55
  • Travel Required No
  • Required Education High School
  • Surrey, BC, Canada