View Vacancy – Help Desk Manager – Estates, Grade – EO, New Delhi

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View Vacancy – Help Desk Manager – Estates, Grade – EO, New Delhi


The British Government is an inclusive and diversity-friendly employer.  We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow.

Foreign, Commonwealth and Development Office (Operations and Corporate Services)

Estates

Note: All applicants are required to mandatorily fill the complete online application form including the employment and educational details, experience segment and the behaviour-based questions. We will be thoroughly reviewing the application forms only for all the required details. Forms that are incomplete in any respect will not be considered while shortlisting for the next stage.

Main purpose of job:

The Helpdesk Manager will be responsible for leading on the Estates Helpdesk for New Delhi and deliver comprehensive administrative support for the operations of the Estates department, this includes managing the Estates Technical supervisor’s response and supervising the work requests. It is the responsibility of the Helpdesk manager to review Estates requests every day and remind technical team on necessary action required on each outstanding request and update changes every day. It involves preparing and presenting Management Information to Head of Estates Operations India and leading on all external communication from Delhi Estates. The role is designated as the central communication’s Hub lead role for all matters pertaining to Estates.

We reserve the right to review, revise or amend the roles and responsibilities from time to time reflecting the changing needs of business.

Roles and responsibilities / what will the jobholder be expected to achieve?:

Leading on Estates Helpdesk Automations and Power BI- 30%

The jobholder will be responsible for managing day to day queries received at Helpdesk and ensuring the requests are prioritised, responded, and managed within the SLA. The Helpdesk Manager key responsibilities will include leading on Automation, Microsoft Flows and Power BI reports to manage the Helpdesk. You will be required to communicate effectively and answer complex queries with an aim to provide resolution within required SLA, this needs excellent communication and problem-solving skills.

A key responsibility includes ensuring the swift and successful completion of assigned works by coordinating with the technical team to prioritize tasks according to urgency, and to provide timely updates under varying circumstances.

You will be accountable for preparing management information related to Estates Helpdesk, Contracts and Inventories and submit it to Head of Estates Operations India every week for discussion and update. This also includes overseeing various projects ranging from immediate, short-term tasks to long-term strategic planning and the day-to-day management necessary to maintain optimal performance of the Estates. The jobholder is expected to stay informed of performance metrics trade-wise, location-wise, and concern-wise, providing thorough explanations for any variances or deviations in the monthly reports. The jobholder will also coordinate various Estate management audits and technical inspections, acting as the liaison for IT-related matters. Additional administrative duties may be assigned as needed to ensure the smooth and efficient functioning of departmental activities.

Budget and Contract Management- 30%

The Helpdesk Manager will lead on Budget and as Contract manager for few major Estates Contracts and will also lead on procurement of items necessary for purchase to resolve ongoing requests. You must liaise with stores to check the inventory is maintained and the stock is available for major area of concern/complaints.  The incumbent will be responsible for managing contracts, identifying ways to increase efficiency and improve productivity, collecting and collating data for forecasting and planning purposes.

Supervising and Team Management- 20%

The Jobholder will be responsible for organising the work loads of Technical Estates Supervisors and providing timely guidance and support they need to complete the jobs assigned to them, this includes monitoring the workflows on a timely basis. The Helpdesk manager must proactively raise issues and concerns with Head of Estates and escalate matters where necessary. The helpdesk manager should receive daily inputs from the supervisors and update response on the requests.  You also be responsible for compiling and updating Estates preventive maintenance master data and ensuring that schedules are communicated and delivered on time. You will be responsible for mentoring and coaching Estates Supervisors on dealing with day-to-day Estates requests and projects. The Helpdesk manager is expected to share ideas and innovations to improve our approach to Estates Management.

Communication and Team Management- 20%

The Helpdesk Manager will be responsible for all communication from Delhi Estates that includes responses, weekly updates to staff, bulletin submissions, newsletters etc. You should make sure the external communication is timely managed.  The role entails devising and executing an effective communication strategy to enhance outreach for the Estates, thereby ensuring a stronger focus on customer satisfaction.

Resources managed (staff and expenditure):

2 AO Officers

Language requirements:

Language: English
Level of language required: Proficient.

Essential on arrival: 

Education: Graduate or Postgraduate

  • Excellent Communication Skills- Verbal and Written
  • 5 years of Customer Service Experience- Preferably in Diplomatic Mission, Hotel or any other International Organisation.
  • Team Management Experience
  • Proficiency in IT and a thorough understanding of Windows-based programs such as Word, Excel, and Outlook are also essential.

Desirable:

  • Strong Leadership and Interpersonal Skills
  • Experience of using any asset/property management system or Estates.

Communicating and Influencing, Delivering at Pace, Making Effective Decisions, Managing a Quality Service, Working Together

15 July 2024

Executive Officer (EO)

Full-time, Permanent

40

South Asia & Afghanistan

India

New Delhi

British High Commission

1

INR

INR 75,359 month plus 12% Provident Fund and 6% Superannuation Fund.

2 September 2024

For British High Commission candidates, the Country Based Staff BHC Terms & Conditions will apply.

For other than BHC Candidates, salary will be all-inclusive of INR 75,359 month plus 12% Provident Fund and 6% Superannuation Fund.

Additionally, the BHC offers a great benefits package that includes annual domiciliary medical cover, plus a Group Hospitalisation Scheme with INR 500,000 floater cover for your immediate family.

No relocation or any other related costs or assistance will be provided.

Please note – BHC does not deduct tax at source and employees are required to ensure that any requirements of local income-tax law are complied with in full. Employees who are not liable to pay local income tax on their Mission salary, e.g., some non-local national staff and some spouses or partners of UK diplomatic staff, will have their salaries abated by an equivalent amount.    

The British Government is an inclusive and diversity-friendly employer.  We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow. The FCDO also operates an agile workforce. To facilitate this, you may be required to undertake other duties from time to time as we may reasonably require.

The BHC is recognised as a good employer, with a robust, fair and transparent performance management & appraisal system linked to increments and staff bonuses. We have a 5-day working week, plus annual leave, public holidays, maternity leave provision, special leave, paid sick leave provision; ample development opportunities, travel opportunities, a good organisational culture, and excellent work/life balance. 

Around half of our work forces are women.  We treat people with respect and equality and have a policy of zero tolerance for any form of discrimination, bullying, or harassment. 

This is a good opportunity to be part of a strong, diverse team, working in the biggest network that FCDO has anywhere across the globe.  We are aiming to make it the best.

We welcome all applications irrespective of age, race, colour, gender, disability, sexual orientation, religion, belief, or creed. We are also open to applications from people who want to work flexibly.

Note: All applicants are required to mandatorily fill the complete online application form including the employment and educational details, experience segment and the behaviour-based questions. We will be thoroughly reviewing the application forms only for all the required details. Forms that are incomplete in any respect will not be considered while shortlisting for the next stage.

Overseas Citizen of India (OCI) card holders will need have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit.

Note: For requisite special permission to take up employment in any foreign Diplomatic Missions in India, OCI Cardholder must visit https://ociservices.gov.in

Please note – successful applicants will be offered employment on Country Based Staff (CBS) terms and conditions. This is not a permanent UK Civil Service position and does not attract diplomatic immunities and privileges (other than what an individual may already hold if they are a recognised partner/family member of a serving diplomat).

To Apply: 

Please note applications without (a) and (b) will not be considered.

  1. Complete the Online Application Form
  2. Complete the Experience, Professional Skills and Behaviour based Segments in the Online Application Form
  3. Applicants need to answer the questions based on your professional experience. Refrain from use of AI based tools to avoid application from getting rejected/disqualified.

Internal candidates applying for this position need to inform their current line managers, else the applications will not be considered.

We will accept only online applications by 15 July 2024 (latest by 23:55 hours IST).

Please note that all the applicants will be required to strictly adhere to the security guidelines for British High Commission.

Employees who are not liable to pay local income tax on their Mission salary may have their salaries reduced by the equivalent local income tax amount. 

Please note – Provident Fund Transfer in and out from EPFO is not possible as BHC PF is managed by a private PF trust governed by Indian Income Tax Act, 1961. The staff still has the option to transfer out and in from a privately held PF trust which are not governed by EPFO.

Applicants who do not have the required qualification & experience should kindly abstain from applying, as their applications will not be considered.

Only shortlisted candidates will be contacted, and no telephone enquires will be dealt with. Basis the scores, the candidate/s who did not score as highly as the successful candidate, might be placed on the reserve list. If during the reserve period of 6 months, the same or largely similar role becomes available, the role may be offered to the second or subsequent appointable candidates.

The appointment will be subject to Police Verification and other checks including references, medical, educational, and professional.

We welcome all applications irrespective of age, race, colour, gender, disability, sexual orientation, religion, belief, or creed. We are also open to applications from people who want to work flexibly.

Please be aware that you will only be able to apply to vacancies for Country Based Staff roles with the British Government through this official tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.

New Delhi

To apply please copy and paste this link: https://fco.tal.net/vx/appcentre-ext/candidate/jobboard/vacancy/1/adv/

To help us track our recruitment effort, please specify on the application form/indicate in your cover letter where (tendersglobal.net) you saw this job posting.

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