Helpdesk Administrator

• First Contact: Be the friendly voice on the phone and via email, receiving incoming service requests and telephone calls
• Attention to Detail: Ensure accuracy when logging requests and inputting details into our in-house system
• Effective Communication: Liaise effortlessly with colleagues and clients, providing updates and tracking requests until completion
• Dispatching Tasks: Sort and assign calls to engineers or sub-contractors based on their expertise and location
• Workload Management: Replan and reassign tasks as needed to meet demand efficiently
• Daily Planning: organise daily workloads and planned preventative maintenance (PPM) for engineers using our available systems
• Prioritisation: Identify urgent jobs and ensure prompt despatch of support to address immediate needs
• Continuous Improvement: Escalate complaints as necessary and contribute to initiatives that reduce customer complaints
• Data Analysis: Review job history and run reports to avoid duplication of tasks
• Invoicing: Raise invoices in line with established terms

• Previous experience in a similar Helpdesk or Administrative role
• An understanding of the facilities management business, or a willingness to learn
• Exceptional planning and organisational skills, with the ability to prioritise your workload effectively
• An excellent telephone manner and strong verbal and written communication skills
• Proficiency in MS Office, particularly Excel and Outlook
• Experience with Joblogic or similar applications is a plus

Experience with Joblogic or similar applications