Helpdesk Administrator

· Monitoring the helpdesk inbox, actioning any queries, raising job for clients from emails, inform supervisor of any client complaints, actioning quote approvals, etc.

· Check that the engineers are on their way to jobs first thing in the moving or are at their first job. Inform clients of any absences that will affect services.

· Updating all jobs with information provided Clients/subcontractors/suppliers.

· When Helpdesk supervisor is off, manage the scheduling of the jobs along with the working on the inbox.

· When the booking in team is off, help do permits and book in any jobs that are not booked in.

· Answering daily general phone calls: engineer queries, client queries, jobs logged, subcontractor support, amending service fees with clients.

· Monitoring equipment on hire with suppliers like HSS, and off-hire equipment no longer required.

· In Manager absence, work with Helpdesk supervisor to provide clients with WIPs and updates on outstanding work.

· Speaking with Suppliers and ordering relevant materials for engineers who have fixed priced works coming up and ensuring that they are delivered in time to their jobs to prevent any wasted visits.

· To ensure that the engineers are aware of Duty Managers and Duty Engineers and provide the Duty Manager with a daily email advising if there are any OOHs / updates on urgent jobs throughout the day that could roll into OOH time.

· Daily 3pm check of the diary, to ensure that the permits have been submitted correctly by booking in team with correct notes on booking times, full name of person this was booked in with and ensuring materials are on site if they are replacing any parts.

· Supporting Accounts Department with any invoicing queries, emailing Subcontractors or Suppliers should the Accounts Team have any discrepancies and update Accounts Team with any updates from them.

· Should uplifts be required for jobs, the Accounts Team will liaise directly and request uplifts on Purchase Orders with the Clients.

· Alerting the clients should there be any compliance issues with Fire Alarms and Sprinklers, and action how they want to proceed.

· Amending RAMS and ensuring that all RAMS on the system are in date, along with ensuring that the correct information is on the RAMS.

· Updating Permit Portals to ensure that our insurance is up to date to prevent any failed visits and relevant contact details and RAMS are on systems.

Do you have experience in Time management?, Proven experience in an administration support role.

• Excellent communication skills

• Strong organisational and time-management skills

• Problem-solving skills with the ability to escalate issues appropriately and efficiently

• Professional and positive attitude