Helpdesk Administrator

The Helpdesk Administrator works alongside M&E Helpdesk and Helpdesk Coordinator to form part of the team responsible for the receiving, allocating and the progression of reactive emergency maintenance faults., Key duties and accountabilities include:

• Cover the helpdesk in the absence of Helpdesk Operative

• Vetting service requests received via CAFM system.

• Analysis of job history/running reports to avoid duplication.

• Ordering parts required for the job.

• Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand.

• Plan/Coordinate work for current and next day.

• Escalate any complaints or issues as required.

• Ensuing Reactive Work to Additional Work process is followed.

• Manage the completion process, reviews, audit fails and ensure all closures are sent to the client via the

CAFM system.

• Collate and Submit SLA extension requests to the client.

• Adhere to all SLAs/KPIs set against your role and including call answering times, quality assurance, email

response times if covering the Helpdesk.

• Utilising CAFM system - Obtain and Provide mitigation for breached Faults for previous 24 hours (ready for period end)

• Ensure compliance with statutory and company procedures across all functions.

• To take reasonable care for the health and safety of him/herself and others who may be affected by their acts and omissions and to co-operate with his/her employer so far as is necessary to enable them to carry out their statutory duty.

• High attention to detail on all work submitted.

• Contribute to reducing levels of customer complaints.

• Undertake other duties as directed by management.

• Exceptional organisational skills.

• Ability to handle conflicting workloads and to work under pressure.

• Strong communication skills in both telephone and correspondence/report handling

• An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always.

• Ability to develop effective relations with key stakeholders including management and customers.

• Ability to set and achieve targets via effective engagement with stakeholder groups.

DESIRABLE:

• A previous customer service representative or frontline support role is desirable.

• Experience in using CAFM system or asset management system.

• Rounded educational background and strong knowledge of Microsoft 365 systems