Helpdesk Administrator

• Receive and manage incoming maintenance requests via telephone and shared Helpdesk inbox.
• Accurately log reactive maintenance tasks onto the Planon CAFM system.
• Ensure all jobs are assigned the correct priority and contractual SLA.
• Gather essential information from customers, including job descriptions, locations, What3Words references and supporting photographs.
• Allocate and forward tasks to the appropriate Regional Scheduler or regional inbox.
• Ensure all incoming requests are logged before the end of each working day, maintaining a zero-backlog approach.
• Raise purchase orders (POs) for ad hoc reactive works, including security-related requests.
• Respond professionally and promptly to client enquiries, providing updates and following through on agreed callbacks.
• Build and maintain positive working relationships with clients, engineers, schedulers and internal stakeholders.
• Prioritise urgent requests while maintaining accuracy and excellent customer service.
• Support colleagues during busy periods or absences.
• Identify opportunities to improve helpdesk processes and overall service delivery.
• Follow all company Health & Safety, environmental and sustainability policies.

This is an excellent opportunity for an experienced Helpdesk Administrator with a background in Facilities Management and experience using CAFM systems, ideally Planon.

You will play a key role in ensuring reactive maintenance requests are accurately logged, prioritised and allocated to the appropriate regional teams, ensuring contractual service level agreements (SLAs) are met.

The successful candidate will have excellent communication skills, strong attention to detail and the ability to manage multiple priorities in a fast-paced environment., * Previous experience in a Facilities Management helpdesk or similar FM administration role.

• Experience using CAFM systems is essential; Planon experience is highly desirable.
• Strong working knowledge of Microsoft Office, particularly Outlook and Excel.
• Excellent telephone manner and customer service skills.
• Strong attention to detail and accurate data-entry skills.
• Ability to manage competing priorities and work effectively under pressure.
• Good organisational and time-management skills.
• Confident communicating with clients, contractors and operational teams.
• Ability to work independently while contributing positively to a wider team.
• A proactive, flexible and solutions-focused approach.

Desirable Experience

• Previous experience supporting reactive maintenance operations.
• Knowledge of contractual SLAs and job-priority classifications.
• Experience raising purchase orders.
• Experience coordinating with engineers, regional schedulers and third-party contractors.
• Previous experience working on utilities or large-scale Facilities Management contracts.
• Familiarity with What3Words or other location-identification tools.

What We’re Looking For

We are looking for someone who takes pride in delivering excellent customer service and getting things right first time.

You will be someone who:

• Has a positive, professional and can-do attitude.
• Remains calm and organised in a busy helpdesk environment.
• Understands the importance of accurate information and meeting deadlines.
• Takes ownership of tasks and follows them through to completion.
• Works well with others and builds strong professional relationships.
• Is adaptable, reliable and willing to support the wider team.

If you are an experienced Helpdesk Administrator with a background in Facilities Management, strong customer service skills and experience using CAFM systems, we would love to hear from you.