Helpdesk Administrator

• Midland Metropolitan University Hospital (MMUH)
• Sandwell Health Campus
• City Health Campus
• Various community healthcare properties

The Helpdesk Administrator is responsible for managing the complete lifecycle of maintenance requests, from initial customer enquiry through to job completion and purchase order receipting.

The role involves delivering excellent customer service, logging and managing work requests through the Maximo CAFM system, ensuring contractual Service Level Agreements (SLAs) are achieved while supporting the day-to-day operation of the Facilities Management contract.

Working closely with engineers, supervisors, contract managers, subcontractors and NHS stakeholders, you will play a key role in ensuring maintenance requests are processed efficiently and customer expectations are met., Helpdesk & Customer Service

• Act as the first point of contact for telephone and email enquiries.
• Receive, log and process maintenance requests.
• Deliver excellent customer service to both internal and external customers.
• Set customer expectations by applying the correct Service Level Agreements (SLAs).
• Handle customer complaints and escalate where necessary.
• Promote customer feedback and satisfaction surveys.

Work Order Management

• Manage the full lifecycle of maintenance jobs from receipt through to closure.
• Log work requests accurately within the Maximo CAFM system.
• Allocate jobs to engineers or subcontractors.
• Monitor open jobs and chase updates to ensure SLA compliance.
• Schedule engineers and subcontractors appropriately.
• Close completed work orders accurately.
• Proactively manage jobs at risk of SLA failure.

Administration

• Produce regular operational and compliance reports.
• Generate Purchase Orders using Coupa.
• Process contractor labour records.
• Support invoice processing and resolve subcontractor or supplier queries.
• Maintain accurate electronic and hard-copy records.
• Assist with document collation, filing and mail distribution.

Operational Support

• Work closely with:

• Contract Managers
• Supervisors
• Technical Teams
• Performance Teams
• External Subcontractors

Provide supervisory cover during periods of absence.

Support operational projects as requested by senior management.

Ensure compliance with company procedures and statutory regulations.

Hours of Work

This is a shift-based position requiring flexibility.

Working pattern may include:

• Day shifts
• Night shifts
• Weekend shifts
• Bank Holidays

Helpdesk cover is provided for extended operating hours across the NHS estate.

Essential

• Excellent customer service skills.
• Strong telephone manner.
• Good verbal and written communication.
• Strong organisational and time management skills.
• Ability to prioritise workload and meet deadlines.
• Ability to work independently and as part of a team.
• Good data entry accuracy.
• Strong attention to detail.

• Experience using Microsoft Office:

• Word
• Excel
• Outlook

Ability to communicate with staff at all organisational levels.

Experience working to Service Level Agreements (SLAs).

Desirable

• Previous Facilities Management (FM) experience.
• Experience working within a Healthcare environment.
• Experience using CAFM systems.

• Knowledge of:

• Maximo
• Coupa

Experience within a technical or maintenance environment.

Qualifications

• Minimum 5 GCSEs (Grade C/4 or above) or equivalent.

Systems Knowledge

Experience with the following systems would be advantageous:

• Maximo CAFM
• Coupa Purchasing System
• Microsoft Office Suite

Key Competencies

Customer Focus

• Delivers excellent customer service.
• Takes ownership of customer requests.
• Resolves issues through to completion.

Communication

• Excellent verbal and written communication.
• Professional telephone manner.
• Confident communicating with customers and stakeholders.

Teamwork

• Builds positive relationships.
• Supports colleagues.
• Works collaboratively to achieve team goals.

Planning & Organisation

• Prioritises workload effectively.
• Meets deadlines.
• Plans work efficiently.
• Works accurately under pressure.

Problem Solving

• Identifies issues proactively.
• Suggests improvements., * Excellent customer service experience.
• Strong administrative and organisational skills.
• Experience managing helpdesk or maintenance requests.
• Ability to work in a fast-paced operational environment.
• Experience working with SLAs and job scheduling.
• Strong IT skills, particularly Microsoft Office.
• Knowledge of CAFM systems such as Maximo and purchasing systems like Coupa (desirable).
• The flexibility to work rotating day, night and weekend shifts.