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Maintenance Helpdesk Administrator - 11 month Fixed Term Contract

Apply Now Apply Later Job ID 710561BR Location London, England, United Kingdom; Hammersmith, England, United Kingdom Business Disney Store Date posted Oct. 04, 2019

Job Summary:

The Maintenance Helpdesk is a core service of the Disney Store Development department. As the Maintenance Helpdesk Administrator, you will play a key role in ensuring the department Helpdesk provides an excellent service to stores and that minimal disruption to stores occurs when maintenance issues arise.

The Maintenance Helpdesk Administrator is responsible for a range of administrative tasks to ensure the smooth operation of the department and that our stores remain safe and compliant. The role provides an opportunity to learn and absorb various aspects of Store Development Department and associated projects.


Maintenance Helpdesk:

  • Act as the department first point of contact for all Bricks and Mortar Disney Stores across Europe.

  • Act as a key department contact for all the Maintenance Contractors across Europe.

  • Using JARVIS (the department Maintenance Helpdesk facilities management tool) process all Maintenance Requests that come into the department. This includes reviewing each request and liaising with members of the department to ensure requests are actioned promptly and appropriately (including assigning Maintenance Requests to Contractors and requesting quotations where required).

  • Using JARVIS, oversee, monitor and follow through all Maintenance Requests to completion. This includes gaining approval for quotations as required from the Store Development and Services Manager, ensuring that contractors book in and submit SARs (Store Access Requests) and that stores approve the SARs to allow works to take place.

  • Following completion of works ensure stores close the Maintenance Requests on JARVIS, review feedback as required and ensure that contractors submit their final costs in accordance with the JARVIS process.

  • Deal promptly with maintenance emergencies, escalate to relevant stakeholders as required and ensure all emergencies are retrospectively recorded on Jarvis.

  • Oversee and monitor all PPM (Planned Preventative Maintenance) with all relevant contractors to ensure PPM schedules are maintained. As required advise stores and if necessary District Managers of changes both by telephone and email where appropriate. This is particularly pertinent with programming Challenger Services European planned maintenance schedules.

  • In line with all planned overnight works in store, as required coordinate and book overnight security guards, which includes liaising with stores to agree access, start and finish times.

  • Deal with all chases, complaints and escalations.

General Administrative Responsibilities:

  • Maintain up to date contact and supplier details ensuring that updates are inputted on JARVIS accordingly.

  • Work with all Contractors to ensure that insurance details and RAMs (Risks and Method Statements) are up to date in the JARVIS system.

  • Coordinate as required with the Store Development Manager and relevant external H&S Consultants to ensure all RAMS are reviewed, approved and uploaded to JARVIS.

  • Produce weekly/monthly statistics and reporting covering Maintenance activity, trends and open/close job reports, with the assistance of the Market Development Coordinator.

  • Coordinate, file and distribute all compliance certification for stores, including Fire Alarm, Sprinkler, Fire Extinguisher, Periodic Electrical Testing, Portable Appliance Testing and ALL other local code certification for all of our stores in Europe.

  • File and share all Waste Transfer notices in line with legislation.

  • Regarding Store Closures and Store Openings, work with the Store Development team to communicate and ensure that all relevant contractors, utility suppliers, partners and stakeholders are aware of the changes.

  • Maintain and promote strong relationships with all key internal stakeholders including Real Estate, Store Operations, Store Supplies, Marketing, Visual Merchandising, IT, H&S, LP and Finance.

  • Support members of the Store Development team and visitors to the department with all general administration duties, which include filing, processing post and occasionally booking parking spaces. During busy periods, support with room bookings and ad hoc requests, as required.

Basic Qualifications:


  • Experience working in Stores, and accustomed to Disney Store terminology, beneficial.

  • An interest in building maintenance, operations and services desirable.

  • Experience of Microsoft Office essential, and a competent knowledge of Excel desirable.

  • Experience in building effective relationships and delivering high levels of guest service.

  • Experience of collaboration across departments to achieve goals.

  • Demonstrable experience at handling confidential information with discretion.

Preferred Qualifications:

  • Excellent Guest Service required.

  • A proactive approach to problem solving.

  • Excellent verbal and written communication skills, with an aptitude for delivering excellent service, internally and externally.

  • Accuracy and attention to detail.

  • Ability to successfully manage priorities to meet deadlines.

  • Cultural sensitivity.

  • Ability to analyse and interpret information with an analytical and logical approach.

About Disney Store:

Disney store, which debuted in 1987, carries high-quality products, including exclusive product lines that support and promote Disney’s key entertainment initiatives and characters from Disney, Pixar, Star Wars and Marvel. is the ecommerce destination for guests of all ages, offering a curated selection of the best product from Disney store, Disney Consumer Products licensees, global collections and collaborations, and Disney Parks and Resorts, including trend fashion and accessories, toys, home and collectibles. Disney store and shopDisney offer magical shopping experiences that can only be delivered by Disney, one of the world’s largest and most successful entertainment companies. There are currently more than 240 Disney store locations in North America; more than 40 Disney store locations in Japan; two locations in Shanghai, China including a flagship; and more than 70 Disney store locations in Denmark, France, Germany, Ireland, Italy, Portugal, Spain, and the United Kingdom.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with The Disney Store Limited, which is part of a business segment we call Disney Store.

The Disney Store Limited is an equal opportunity employer. Applicants will receive consideration for employment without regard to age, race, colour, religion or belief, sex, nationality, ethnic or national origin, sexual orientation, gender reassignment, marital or civil partner status, disability or pregnancy or maternity. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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