Helpdesk Administrator

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.

Requirements

• 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
• To take reasonable care for the health and safety of him/herself and others who may be affected by their acts and omissions and to co-operate 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

Benefits

• 24/7 GP
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work
• 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