Helpdesk Administrator

• Engage with clients to understand their facilities management needs and allocate appropriate resources.
• Manage inbound calls and emails, logging all details accurately in the CAFM (Computer Aided Facilities Management) system, we currently use Joblogic.
• Provide updates to clients regarding the status of their requests and planned works.
• Ensure service level agreements (SLAs) are adhered to and escalate issues where necessary.

Job Management & Scheduling

• Schedule reactive and planned maintenance jobs using the CAFM system.
• Coordinate with engineers and subcontractors to ensure timely attendance and job completion.
• Update job records in the CAFM system with real-time information on progress and completion.
• Monitor outstanding jobs and proactively communicate with stakeholders.

CRM & Administrative Duties

• Maintain accurate client and job information within our CAFM system.
• Generate reports from from our CAFM system on job status, SLA compliance, and customer satisfaction.
• Assist with the administration of compliance documentation and service reports.
• Identify system improvements and assist with CAFM system enhancements.

Team Collaboration

• Work closely with operational teams to ensure service delivery excellence.
• Participate in team meetings and share best practices for customer management.
• Support colleagues during busy periods to maintain service continuity.
• Provide mentorship to new team members on the use of the CAFM system and helpdesk processes.

Do you have experience in Microsoft Word?, * Experience working on a busy facilities management helpdesk.

• Experience working with CAFM systems.
• Excellent communication and customer service skills.
• Strong organizational and problem-solving abilities.
• Ability to multitask and prioritise in a high-pressure environment.
• Proficient in Microsoft Office Suite (Teams, Word, Excel, Outlook).
• Flexible and adaptable to meet changing operational needs.
• Team player with a proactive attitude towards continuous improvement.