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., * 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
• Ensuring 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 CAFM system
• Collate and Submit SLA extension requests to the client
• Adhere to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times if covering the Helpdesk
• Utilise 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 himself/herself and others who may be affected by their acts and omissions and to cooperate 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, * 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

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal supportCycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:
• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis