Work Request Controller

The Work Request Controller serves as liaison between the facilities management department and the campus community for all communications regarding work requests.

• Administers and maintains the work order control system, ensuring that work requests are sent to the correct department
• Receives, acknowledges, and manages all verbal, written, telephone, and electronic work order requests, updating the database as necessary
• Serves as vehicle custodian and maintains the vehicle mileage log
• Checks the status of elevators
• Monitors employee attendance and reports as necessary to the Facilities Management administrative staff
• Checks out and retrieves tools, vehicle keys, and campus keys

• Performs all other duties as assigned

Direct Reports:

• None

Delegation of Work:

• N/A

Supervision Given:

• N/A

Required Education:

• Associate's degree

Required Experience:

• Minimum of three (3) years experience of work experience

License/Certification:

• Must maintain a valid, current driver's license

• Experience as front line service or help desk coordinator is preferred

Knowledge:

• Knowledge of event setup processes

Skills:

• Good technical skills, including proficiency in MS Office and in Work Request software;
• Strong analytical and problem solving skills;
• Excellent interpersonal and communication skills;
• Good customer service skills

Abilities:

• Ability to create charts and graphs;
• Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community

Primary Work Location:

• Works in an office environment

Physical Demands:

• Work is normally performed in a typical interior work environment which does not subject the employee to any unpleasant elements;
• Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks
• Work involves some exposure to elements, such as adverse weather conditions, extreme temperatures, oils, dirt, dust, fumes, and airborne particles
• May have some exposure to noise, vibration, and moving mechanical parts
• Position requires occasional bending, stooping, kneeling, crawling, jumping, climbing, maintaining balance, and reaching
• Must have good hand-eye coordination, good spatial awareness, and the ability to identify and distinguish colors
• Must have the ability to move items of up to 25lbs

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Computer/Automated System Proficiency

• Proficient in the use of university applications or automated systems to perform job duties.
• Complies with related policies, procedures, and work rules to maintain system security and data integrity.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.