Helpdesk Service Administrator

Helpdesk Service Administrator

Overview

We are looking for a highly organised and customer-focused Helpdesk Service Administrator to join our busy service team. You will play a key role in coordinating engineers, managing service requests, and ensuring the smooth delivery of reactive maintenance and planned preventative maintenance (PPM) works.

As the first point of contact for customers, you will be responsible for managing service requests, scheduling engineers, updating job progress, and maintaining accurate records within JobLogic. This is an excellent opportunity for someone who thrives in a fast-paced environment and enjoys working as part of a collaborative team.

Key Responsibilities

Act as the first point of contact for customers via telephone and email, providing a professional and efficient service.

Log reactive maintenance requests and planned works accurately within JobLogic.

Schedule and coordinate engineers for reactive call-outs, planned preventative maintenance (PPMs), quoted works, and follow-on visits.

Manage engineer diaries to maximise productivity while minimising travel time.

Monitor engineer attendance and provide customers with updates on job progress and estimated arrival times.

Update job statuses throughout the day to ensure accurate workflow and service tracking.

Chase outstanding job sheets, engineer reports, photographs, and supporting documentation.

Review completed paperwork to ensure all required information has been received before closing jobs.

Raise purchase orders and maintain supplier information within JobLogic.

Track parts orders, updating jobs as parts are ordered, received, or awaiting delivery.

Allocate completed jobs for quotation where additional works have been identified.

Maintain accurate customer records and asset information within JobLogic.

Ensure customer portals are updated with the latest service information where required.

Produce service reports and operational updates for customers and management.

Assist with planning and scheduling Planned Preventative Maintenance (PPM) programmes.

Monitor Service Level Agreements (SLAs) to ensure response and completion targets are achieved.

Escalate urgent or overdue jobs to the Service Manager where necessary.

Liaise effectively with engineers, subcontractors, suppliers, and customers to coordinate works.

Ensure all relevant documentation, including certificates, commissioning sheets, F-Gas records, photographs, and reports, is uploaded and stored correctly.

Support the accounts team by ensuring completed jobs are accurate and ready for invoicing.

Produce weekly operational reports covering outstanding jobs, quotations, engineer utilisation, and PPM compliance.

Contribute to the continuous improvement of service processes and JobLogic workflows.

About You

The successful candidate will have excellent organisational skills, strong attention to detail, and the ability to prioritise multiple tasks while delivering exceptional customer service.

Essential Skills & Experience

• Previous experience in a Service Administrator, Helpdesk Administrator, Service Coordinator, Maintenance Administrator, or similar role.
• Strong customer service and communication skills.
• Excellent organisational and time management abilities.
• Confident using Microsoft Office applications.
• Ability to work independently and as part of a busy team.
• High level of accuracy and attention to detail.
• Experience coordinating engineers, scheduling appointments, or managing service requests.

Desirable

• Previous experience using JobLogic or a similar CAFM/CMMS system.
• Experience within Facilities Management, Building Services, HVAC, Mechanical & Electrical (M&E), or Maintenance environments.
• Knowledge of reactive maintenance, planned preventative maintenance (PPM), and Service Level Agreements (SLAs).

What You'll Bring

• A proactive and positive attitude.
• Excellent problem-solving and multitasking skills.
• The ability to remain calm under pressure in a fast-paced service environment.
• A commitment to delivering exceptional customer service.
• Strong teamwork skills with the confidence to communicate effectively with customers, engineers, suppliers, and colleagues.

This is an excellent opportunity to join a growing business where you'll play a vital role in ensuring engineers are effectively scheduled, customer expectations are exceeded, and service operations run efficiently every day.