
Helpdesk Administrator
Role Description
Monday to Friday 8:00am – 5:00pm
Office Based in Sydenham
£27,000 – £30,000 per annum (depending on experience)
Our client, a leading building and maintenance company, are looking to recruit a helpdesk administrator to join their small team. In this role you will be reporting into the help desk supervisor and will log, respond, plan and organise the full life cycle of all facilities management work, from customer enquiry to job completion. You will deliver excellent customer service, interpret and manage work orders through their internal system ensuring that SLA’s and KPI’s are met whilst providing administrative support where necessary.
Main Responsibilities/Duties Include:
- First point of contact for incoming calls and services requests received by telephone and email.
- Interpret and log requests, inputting details into an in-house system, provide tracking and regular updates to the status of the request through to work completion status in line with Service Level Agreements (SLAs).
- Sort and dispatch calls to engineers or sub-contractors based on the correct skill set, geographical location and service delivery arrangements.
- Manage workload – replanning/reassigning – as required in line with demand.
- Plan daily workload and PPM for engineers and sub-contractors using available systems.
- Raise Purchase Requisitions/Orders in line with agreed parameters.
- Collate accurate status reports as required.
- Prioritise urgent jobs and plan and dispatch operative/sub-contract support to address urgent demand.
- Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints.
- Analysis of job history/running reports to avoid duplication.
- Raise invoices in line with terms.
- Ad-hoc administration duties as required.
Qualifications or Required Experience:
- Previous experience in a similar role.
- Understanding of FM business or the willingness to learn.
- Good planning and organisation skills and the ability to prioritise own workload efficiently.
- Strong attention to Detail imperative
- Excellent communication skills both verbal and written and the ability to liaise effectively within and outside the organisation
- Good telephone manner
- The ability to work to changing deadlines
- Working knowledge of MS Office packages in particular Microsoft excel.
If this sounds like the role for you, apply now!
Details
£27,000 - £30,000 per annum (depending on experience)
Sydenham
Office Based
Administration, Helpdesk