Helpdesk Administrator

LOCATIONS

14 Pier Walk, North Greenwich, SE10 0ES

SHIFT PATTERN

Monday - Friday 08:00 - 17:00, 40 hours per week

SALARY

Competitive

ROLE OVERVIEW AND PURPOSE

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.

KEY 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
• Ensuring 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 CAFM system
• Collate and Submit SLA extension requests to the client
• Adhere to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times if covering the Helpdesk
• Utilise 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
• To take reasonable care for the health and safety of himself/herself and others who may be affected by their acts and omissions and to cooperate with his/her employer so far as is necessary to enable them to carry out their statutory duty
• High attention to detail on all work submitted
• Contribute to reducing levels of customer complaints
• Undertake other duties as directed by management

REQUIRED SKILLS AND 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

DESIRABLE

• A previous customer service representative or frontline support role is desirable
• Experience in using CAFM system or asset management system
• Rounded educational background and strong knowledge of Microsoft 365 systems

BENEFITS

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal supportCycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:
• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

Our company is committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.

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