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# Helpdesk Administrator

- **Company:** ABM
- **Location:** London, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Computer-Aided Facility Management
- **Published:** July 5, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=b6a9a64a4c583908

## About the Role

* 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

## Description

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.


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