Helpdesk Administrator

Job Title – Helpdesk Administrator

Employment Type – Temp to perm

Hours – 40 hours per week Hybrid

Salary - £30,000 per annum

The Helpdesk Administrator works alongside M&E Helpdesk and Helpdesk Coordinator to form part of the team responsible for the receiving, allocating and the progression of reactive emergency maintenance faults.

Responsibilities

• Cover the helpdesk in the absence of Helpdesk Operative
• Vetting service requests received via CAFM system.
• Analysis of job history/running reports to avoid duplication.
• Ordering parts required for the job.
• Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand.
• Plan/Coordinate work for current and next day.
• Escalate any complaints or issues as required.
• Ensuing Reactive Work to Additional Work process is followed.
• Manage the completion process, reviews, audit fails and ensure all closures are sent to the client via the CAFM system.
• Collate and Submit SLA extension requests to the client.
• Adhere to all SLAs/KPIs set against your role and including call answering times, quality assurance, email response times if covering the Helpdesk.
• Utilising CAFM system - Obtain and Provide mitigation for breached Faults for previous 24 hours (ready for period end)
• Ensure compliance with statutory and company procedures across all functions.
• High attention to detail on all work submitted.
• Contribute to reducing levels of customer complaints.
• Undertake other duties as directed by management

Skills & Experience

• Exceptional organisational skills.
• Ability to handle conflicting workloads and to work under pressure.
• Strong communication skills in both telephone and correspondence/report handling
• An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always.
• Ability to develop effective relations with key stakeholders including management and customers.
• Ability to set and achieve targets via effective engagement with stakeholder groups.
• Experience in using CAFM system or asset management system.
• Rounded educational background and strong knowledge of Microsoft 365 systems