Helpdesk Administrator

We are seeking a proactive and organised Helpdesk Administrator to act as the first point of contact for estates maintenance enquiries. The successful candidate will manage incoming calls and emails, log and track support tickets using a CAFM system (ideally Maximo/MAS), and coordinate work orders efficiently. This role requires excellent customer service skills to communicate professionally and politely with customers, clients, field technicians, and internal departments, ensuring timely and appropriate problem resolution. The Helpdesk Administrator will escalate complaints to the relevant supervisors and managers as necessary and support the administration team with various tasks such as checking and amending labour times and materials on work orders, processing site access requests, and updating absence planners. Working closely with schedulers and dispatchers, the role ensures accurate engineer availability within the system. This is a busy, fast-paced environment requiring strong multitasking and prioritisation skills., Serve as the primary contact for estates maintenance enquiries via telephone, email, and CAFM system Log, track, and manage support tickets and work orders accurately Coordinate communication between customers, field technicians, and internal teams Escalate complaints to Technical Supervisors, Estates Maintenance Manager, and Engineers as appropriate Check and amend labour times, materials, and other details on work orders Process site access requests and provide risk assessments and method statements Update absence planners and manage PDA/Maximo diverts for holidays and sickness Collaborate with schedulers and dispatchers to maintain accurate engineer availability Provide general administrative support to the estates maintenance and administration teams

Proficient in Microsoft Office Suite (Word, Excel, Outlook, SharePoint) Experience with CAFM systems, ideally Maximo or MAS Excellent written and verbal communication skills Strong customer service orientation Exceptional organisational and multitasking abilities Ability to work efficiently under pressure in a busy environment Strong problem-solving skills with the ability to diagnose and redirect issues appropriately Attention to detail and accuracy in data entry and record keeping Ability to prioritise workload and manage multiple tasks simultaneously Professional and polite telephone manner

Software/Tools CAFM systems (Maximo/MAS preferred) Microsoft Office Suite (Word, Excel, Outlook, SharePoint)