Work Order Desk Clerk

University of Guelph•Guelph, ON

About The Position

Reporting to the Client Services Coordinator, the Work Order Desk Clerk serves as the primary point of contact for facilities-related issues and service requests across the University of Guelph campus. As the front-line operational hub for Physical Resources, this position supports the safe and efficient operation of academic, research, residential, administrative, and critical infrastructure facilities. Acting as the first point of contact for campus users reporting facilities issues or making inquiries, the Work Order Desk Clerk must be an active listener who can gather critical information, assess urgency, identify potential impacts, and determine the appropriate response. Operating in a fast-paced, high-volume environment, the role requires sound judgement, strong organizational skills, excellent memory and attention to detail, and the ability to think on their feet while managing multiple competing priorities simultaneously. The position plays a key role in supporting research activities, teaching operations, student experience, and campus safety through the effective coordination and triaging of service requests.

Requirements

A two-year community college diploma in business administration or related field of study or an equivalent combination of education and experience
Intermediate knowledge and experience with Microsoft Office applications
Superior customer service, communication and interpersonal skills
Demonstrated strong organizational, analytical, and problem-solving ability
Demonstrated ability to remain calm under pressure while managing multiple competing priorities in a fast-paced environment
Demonstrated ability to assess the urgency and operational impact of requests and determine appropriate response actions
Demonstrated ability to work independently while contributing positively within a team environment
Demonstrated ability to exercise professionalism, tact, diplomacy, and sound judgement

Nice To Haves

Experience working with databases and a computerized maintenance management system (CMMS)
Knowledge of building systems, facilities operations, maintenance trades, or operational dispatch environments
Experience working in fast-paced customer service roles, dispatch, operations, or emergency response environment
Familiarity with the University campus and Physical Resources operations

Responsibilities

Provide exceptional front-line customer service to students, faculty, staff, researchers, contractors, and members of the public.
Manage a high-volume of incoming emails, calls, alarms, and service requests in a fast-paced environment.
Efficiently and effectively receive, assess, prioritize, and coordinate responses to facilities-related issues received through: Work order desk calls, Emergency line calls, Work request emails, Police sheets, Residence desk service requests and work orders, Online work orders, Automated alarms and notifications.
Document issues in Physical Resources’ maintenance management system, determining the level of priority, assigning the appropriate trade(s) or service(s), and whether the costs should be allocated to Physical Resources’ operating budgets or to a client’s funding source.
Exercise sound judgement in responding to urgent and time-sensitive situations that may impact research activities, classroom operations, student residences, building systems, accessibility, or campus safety.
Contact third-party vendors with established contracts to set up repairs as required (for example, elevator contractor).
Prepare and distribute work disruption notices, emergency shut down notifications, and other operational communications.
Transfer, update and close work orders within Megamation system.
Monitor and respond to freezer temperature alarms and other critical alerts.
Work in close collaboration with Physical Resources department managers, lead hands, trades staff, and contractors to ensure work order requests are appropriately triaged and communicated in a timely manner.
Utilize excellent judgement, strong analytical, organizational, and problem-solving skills to manage multiple priorities and complex problems that arise including emergency situations.
Perform other duties as assigned.