Helpdesk Administrator

Manage all aspects of helpdesk function on high-profile new contract for a leading facilities management company. Working on the customer site, will ensure that all jobs are Logged, responded to, planned and organised to ensure the full life cycle of all facilities management works is maintained; from customer enquiry to job completion. Deliver excellent customer service, interpret and manage work orders through the Planon system ensuring that SLA’s and KPI’s met. Provision of administrative support as required.

Impact:

Integral part of the team that enables KPI’s to be achieved, and is the first point of contact for the client.

Complexity:

• First point of contact for incoming telephone calls and service requests received by telephone and email
• Interpret and log requests, inputting details into an in-house system, provide tracking and regular updates to the status of the request through to work complete status in line with Service Level Agreement (SLAs)
• Sort and dispatch calls to engineers or sub-contractors based on the correct skill sets, geographical location and service delivery arrangements
• Manage workload re-plan / assign as required in line with demand
• Plan daily work load and PPM for engineers and sub-contractors using available systems
• Raise purchase requisition and/or purchase orders in line with agreed parameters
• Collate accurate reports as required
• Prioritise urgent jobs and plan and dispatch operative / sub-contract support to address urgent demand
• Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints
• Analysis of job history / running reports to avoid duplication
• Ad hoc administration duties
• Staggered shift pattern (between 8am - 6pm Monday to Friday) 8am - 5pm, 8:30am - 5:30pm or 9am - 6pm
• Able to work alone and as part of a team and without immediate supervision
• Based on client’s site

• Understanding of FM business
• An excellent telephone manner
• Excellent time management skills, able to work to deadlines
• Working knowledge of MS Office including Excel and Outlook
• Experience in using Planon or similar CAFM system
• Previous experience working in a high-end, fast paced environment
• GCSE’s minimum Grade C in English and Maths
• Must be able to pass BS7858 vetting standards

Working for one of the world’s leading Mechanical and Electrical / Facilities Management maintenance companies. Based in the UK they have a turnover of over £3.5 billion and employ a workforce in excess of 80,000 worldwide. With a presence in the FTSE 250 the company can offer excellent levels of job security, real and attainable career development and the chance to work on large blue chip clients buildings.