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# Helpdesk Administrator

- **Company:** ABM UK
- **Location:** Greater London, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Computer-Aided Facility Management
- **Published:** August 30, 2026
- **Apply:** https://www.collegerecruiter.com/job/2815447002-helpdesk-administrator

## 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, * 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., * 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


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