Helpdesk Administrator

This role supports the Birmingham Schools Contract across multiple school and community healthcare sites. You will manage maintenance activities from initial customer enquiries through to job completion and purchase order receipting using Maximo. The role requires excellent customer service, accurate processing of work orders, and contract support to ensure service delivery within agreed SLAs., * Manage maintenance job flow, including:

• Receiving and logging calls and service requests.
• Assigning work to engineers or subcontractors.
• Scheduling, monitoring attendance, and closing jobs.

• Proactively review open jobs and chase updates to ensure SLA compliance.
• Allocate and prioritise jobs appropriately to minimise SLA failures.
• Act as the first point of contact for telephone and email enquiries.
• Interpret and input work orders into CAFM systems.
• Apply relevant SLAs and communicate expectations to customers.
• Deliver proactive, customer-focused service by providing timely responses and regular updates.
• Support management with regular reporting requirements.
• Liaise with technical, finance, commercial, and management teams to ensure contractual compliance.
• Generate purchase orders for Reactive Works, Minor Works and PPM using Coupa.
• Process invoice and credit approvals, including 3-way matching and resolving discrepancies.
• Review and update POEM and GRIR records.
• Manage subcontractor and supplier invoicing queries.
• Process contractor labour requirements.
• Escalate customer complaints where necessary and support continuous improvement initiatives.
• Ensure compliance with statutory and company procedures.

Impact of the Role

This position is essential in ensuring customer service requests are accurately captured while minimising health and safety risks. The role supports efficient day-to-day contract operations and works closely with internal teams, business partners, and subcontractors. Complexity

You will manage the full workflow process from initial customer contact through to job completion, invoicing, reporting, and audit activities. Hours of Work

Helpdesk cover may include extended periods, weekends, nights, and shift work as required. Role Requirements, * Suggests improvements and solutions to challenges.

Delivering

• Takes ownership of customer requests and delivers high-quality service.
• Works effectively with minimal supervision and remains focused on priorities.

Developing

• Shares knowledge and supports the development of others.

Influencing

• Demonstrates honesty, professionalism, and delivers on commitments.

Planning

• Manages workload effectively and plans ahead to meet objectives.
• Ensures resources are available and communicates potential issues promptly.

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• Excellent communication, customer service, and telephone skills.
• Strong organisational and time management abilities.
• The ability to manage workloads independently and work to deadlines.
• Confidence communicating with clients and stakeholders at all levels.
• The ability to follow procedures and work collaboratively within a team.
• Experience with data inputting and helpdesk administration duties., * Minimum of 5 GCSEs (Grade C or equivalent).
• Experience within Facilities Management (FM) or technical environments is desirable but not essential.
• Experience within an education environment is advantageous.
• Strong interpersonal and communication skills.
• Experience with:

• Data entry and electronic filing.
• Word processing and document management.
• Working within operational environments and meeting deadlines.

• Strong IT skills, including Microsoft Office (Word and Excel).
• Knowledge of CAFM systems and finance systems such as Maximo and Coupa is desirable.
• Ability to support Operations teams and Senior Managers on projects when required.

Competencies

Collaborating

• Builds effective working relationships.
• Supports colleagues and contributes positively within the team.