Helpdesk Administrator

The Helpdesk Administrator will support the delivery of an effective and responsive helpdesk service across the Sandwell and West Birmingham NHS Trust estate, including Sandwell Health Campus, City Health Campus, Midland Metropolitan University Hospital (MMUH) and community healthcare properties.

The role involves managing the full lifecycle of maintenance requests, from initial customer enquiry through to job completion and purchase order receipting. You will provide excellent customer service, accurately log and manage work orders through the Maximo CAFM system, and ensure tasks are completed within agreed SLAs.

You will work closely with technical teams, managers, supervisors, subcontractors and other business partners to support the smooth and efficient day-to-day operation of the contract., * Act as the first point of contact for incoming calls, emails and service requests.

• Receive, interpret and accurately log maintenance requests and work orders into the CAFM/Maximo system.
• Manage the full job flow from receipt and assignment through scheduling, attendance, completion, review and closure.
• Allocate jobs to the appropriate engineer or subcontractor and actively monitor progress.
• Chase outstanding jobs and relevant parties to ensure work is completed within agreed SLAs and prevent SLA failures.
• Understand and apply the correct SLA and prioritise jobs appropriately while managing customer expectations.
• Liaise with engineers, subcontractors, supervisors and Contract Managers regarding job progress and outstanding actions.
• Assist with purchase orders for Reactive/Quoted Works, Minor Works and PPM using Coupa.
• Support Contract Managers and Supervisors with subcontractor/supplier invoice queries and escalate issues where required.
• Process contractor labour information.
• Support the preparation and collation of accurate and timely reports.
• Escalate customer complaints appropriately and support activities designed to improve customer service.
• Promote customer feedback and surveys.
• Maintain accurate records, filing and statutory documentation in line with company and contract requirements.
• Provide support and cover to the supervisory team during periods of absence.
• Work collaboratively with the wider Operations, Technical, Performance and Management teams.
• Undertake other relevant duties and support operational projects as required., The role requires flexibility and the ability to work weekend shifts. The wider helpdesk service operates extended hours, including nights, weekends and bank holidays, and flexibility may therefore be required depending on operational needs. SHEQ

EQUANS is committed to sustainability, health and safety and providing a safe, efficient and high-quality service. All employees are expected to follow company Sustainability, Health & Safety policies and procedures, take responsibility for their own safety and avoid causing harm to themselves or others. DBS Requirement

This role requires a DBS Standard check. The successful candidate must be able to successfully pass the required DBS check. Key Competencies

Collaborating: Builds positive relationships, supports colleagues and contributes to team objectives.

Contributing: Identifies opportunities for improvement and suggests practical solutions.

Delivering: Takes ownership of customer requests, works to deadlines and delivers a quality service with minimal supervision.

Developing: Shares knowledge and experience to support colleagues and continuous improvement.

Influencing: Communicates respectfully and honestly, builds trust and delivers on commitments.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy. Not what you are looking for?

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• Previous experience in a helpdesk, administration, customer service or similar operational environment.
• Experience of data inputting and telephone-based systems.
• Excellent communication and telephone manner, with the confidence and patience to deal with customers professionally.
• Strong IT skills, including Microsoft Office, Word and Excel.
• Knowledge or experience of CAFM and finance systems, particularly Maximo and Coupa, would be advantageous.
• Experience within a Facilities Management/Technical environment would be an advantage but is not essential.
• Healthcare environment experience would be advantageous but is not essential.
• Good written and verbal communication skills.
• Strong organisational and time-management skills, with the ability to prioritise workload and meet deadlines.
• Ability to work independently, use initiative and manage competing priorities.
• Ability to work effectively with colleagues, clients, engineers, subcontractors and management at all levels.
• Accurate and efficient approach to administration, data entry and record keeping.
• Minimum 5 GCSEs at Grade C or above (or equivalent).