Helpdesk Administrator

We are looking for an organised, proactive and customer-focused Helpdesk Administrator to join our growing team based in the Teignbridge area.

Working within the Facilities Management and Mechanical Building Services sector, you will play a key role in managing the complete lifecycle of customer jobs, from the initial request being received through to engineer allocation, completion, auditing, costing, invoicing and final handover to the client.

Our engineers operate throughout the South West, working across a wide range of commercial premises and delivering planned maintenance, reactive repairs, servicing, compliance works and mechanical projects.

This is a busy and varied role requiring excellent organisation, attention to detail and the ability to communicate effectively with engineers, clients, subcontractors and internal teams.

Key ResponsibilitiesJob Management & Helpdesk

• Receive and process customer requests and service calls.
• Accurately raise jobs within the company’s job management system.
• Review job requirements and ensure the correct information is recorded.
• Allocate jobs to suitably qualified and geographically appropriate engineers.
• Monitor outstanding jobs and ensure they are progressed within the required timescales and contractual requirements.
• Liaise with engineers throughout the job lifecycle to ensure information and updates are provided.
• Monitor engineer attendance, job progress and completion.
• Ensure engineers provide appropriate job notes, photographs, reports and supporting documentation.
• Identify and escalate overdue, incomplete or problematic jobs.
• Manage the process through to job completion and ensure all required information has been received.
• Audit completed jobs before they are closed.
• Ensure completed jobs are correctly closed and passed to the relevant client in accordance with their requirements.

Job Auditing & Compliance

• Review engineer reports and completed job information for accuracy and completeness.
• Check that photographs, readings, certificates, service sheets and other relevant documentation have been provided where required.
• Ensure works have been recorded against the correct asset, site and job category.
• Identify discrepancies or missing information and liaise with engineers to resolve these.
• Assist with maintaining accurate asset and maintenance records.
• Ensure client-specific processes and contractual requirements are followed.

KPI Tracking & Reporting

• Monitor key performance indicators across planned, reactive and project-related works.
• Track response times, completion times, outstanding jobs and contractual deadlines.
• Produce regular KPI reports for management and clients where required.
• Identify trends, recurring issues and areas where performance can be improved.
• Escalate potential KPI failures or contractual issues at an early stage.
• Assist management with maintaining and improving service performance.

Costing & Commercial Administration

• Review completed jobs to ensure labour, materials and additional works have been correctly recorded.
• Check engineer and subcontractor costs against agreed rates.
• Assist with reviewing job costs and identifying discrepancies.
• Ensure additional works and chargeable items are correctly captured.
• Assist with the preparation and administration of quotations where required.
• Liaise with engineers and management to obtain information required for costing and quotation purposes.
• Support the commercial process from completed works through to client approval and invoicing.

Client & Engineer Communication

• Act as a key point of contact between clients, engineers and the office.
• Provide customers with regular updates on outstanding works.
• Communicate professionally and efficiently with clients regarding job progress, access issues, delays and completion.
• Liaise with engineers regarding daily workloads, priorities and outstanding information.
• Build positive working relationships with both clients and engineering teams.
• Deal with queries and escalate issues appropriately when required., Our engineering teams work across Devon, Cornwall, Somerset, Dorset and the wider South West, supporting commercial customers with:
• Planned preventative maintenance
• Reactive repairs and breakdowns
• Commercial heating and gas services
• Air conditioning
• Plumbing and associated building services
• Boiler room replacements
• Mechanical installations and projects
• Decarbonisation and low-carbon technologies

We pride ourselves on providing a professional, responsive and genuinely local service, supported by a strong team of engineers and office-based staff.

We are looking for someone who is highly organised, methodical and able to work effectively in a fast-paced environment., * Previous experience in a helpdesk, facilities management, engineering administration or similar role.

• Experience within the mechanical, building services, facilities management or construction sector would be advantageous.
• Excellent organisational and time-management skills.
• Strong attention to detail.
• Excellent telephone and written communication skills.
• The ability to prioritise competing workloads and deadlines.
• Good IT skills and confidence using Microsoft Office and computerised job management systems.
• Experience of working with KPI data and reporting would be advantageous.
• An understanding of planned and reactive maintenance would be beneficial.
• The ability to work independently while also being an effective member of a wider team.
• A professional and positive approach when dealing with customers and engineers.

• Competitive salary based on experience
• 30 days annual leave per annum, including bank holidays
• Additional annual leave with length of service
• Employee wellness and support scheme
• Ongoing training and development
• Opportunities for career progression within a growing business
• Manufacturer and industry training where appropriate
• Supportive and friendly working environment
• Varied and interesting work within the facilities management and mechanical building services sector
• Regular team events and company social activities
• Long-term career opportunities within an established and expanding local business

The Opportunity

This is an excellent opportunity for an experienced administrator looking to develop their career within the Facilities Management and Mechanical Building Services sector, or for someone already working within an engineering helpdesk environment who is looking for a role with greater responsibility.

The successful candidate will become an important part of the day-to-day operation of the business, helping to ensure that jobs are raised correctly, allocated efficiently, completed to the required standard, accurately audited and ultimately delivered back to the client with all relevant information and documentation in place.

If you are organised, commercially aware, enjoy working in a busy environment and take pride in delivering a high level of customer service, we would like to hear from you.

Pay: £26,500.00-£28,500.00 per year

We are a locally established business based in the Teignbridge area, providing mechanical building services and facilities management support to customers throughout the South West.