Helpdesk Administrator

Helpdesk Administrator

Location: Luton, LU4 0DZ

Hours of work: 37.5 (Monday to Friday
22:00 to 06:00)

Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, are seeking a Helpdesk Administrator to act as a central point of contact for internal and external staff and customers at Luton Hospital. In this role, you will manage reactive and planned tasks through the Helpdesk system while helping to ensure compliance with contractual KPI targets and delivering excellent customer service.

Job Description

We are looking for a proactive and organised individual who can support the Administration Team with a range of administrative duties, maintain accurate records and trackers, and build effective working relationships with customers, colleagues, managers, and operational teams in a fast-paced environment.

Key Responsibilities

• Manage all reactive and planned tasks received through the Helpdesk system.
• Accurately log service requests from internal and external customers.
• Dispatch work orders to the appropriate Operative, Manager, or Supervisor.
• Provide professional and responsive customer service via telephone and follow requests through to completion.
• Control site access, including subcontractor and visitor inductions and associated documentation where required.
• Manage keys, passes, deliveries, and receiving procedures in line with site processes.
• Maintain trackers, correspondence, filing, scanning, and other Helpdesk records.
• Provide general administrative support, including absence reporting, subcontractor administration, purchasing processes, T&A System Arbitration, and report creation.

Professional and Personal Competencies/Qualifications

• Proven experience in a professional customer service environment.
• Ability to work shifts to support a 24/7/365 service.
• Strong enthusiasm, flexibility, and team-working skills.
• Ability to prioritise workload, work independently, and achieve objectives with minimal supervision.
• Comfortable working under pressure within a fast-moving and challenging environment.
• Excellent PC skills, including Outlook, Word, and Excel.
• Strong written and verbal communication skills.
• High level of accuracy and attention to detail.