Helpdesk Administrator

TEMP TO PERM

Start date: 4th November 2024

Company: CC COUSINS

Salary: 24,000

Location: Rochester (Office Based)

Department: Helpdesk/ Reactive

Reports to: Director

Job Type: Full-time

Hours: 8am- 5pm (1 hour lunch)

On call Rota: 1 in 4 (£30 when on call/ £10 for every call taken)

BENEFITS: Bonus available for quality of Service/ positive feedback etc.

Job Overview:

The Helpdesk Administrator will serve as the primary point of contact for all Facilities Management service requests and maintenance issues. This role involves managing and coordinating the daily operations of the helpdesk, ensuring efficient communication between internal teams, external contractors, and facility users. The Helpdesk Administrator will be responsible for logging, tracking, and resolving facilities-related issues in a timely manner, ensuring smooth operations and compliance with service level agreements (SLAs).

We pride ourselves on our old-fashioned values; providing clients with the best customer service experience they expect and deserve. We ensure all calls are answered within 3 rings and an excellent level of customer service provided. We are looking for an individual who is confident on the phones and ready to go above and beyond.

Key Responsibilities:

Helpdesk:

* Serve as the first point of contact for all incoming facilities-related service requests (via phone, email, or helpdesk system)

* Accurately log all calls onto our bespoke system to ensure all call outs are accurately tracked

* Prioritise and assign tasks to appropriate department, based on urgency and complexity

Service Coordination:

* Liaise with maintenance teams, contractors, and vendors to ensure timely and effective resolution of issues.

* Track the progress of service requests and follow up to ensure timely completion.

* Escalate unresolved issues or emergencies to senior management when necessary

Communication & Reporting:

* Provide clear communication and status updates to Clients/ departments/ contracts, ensuring customer satisfaction.

* Generate regular reports on helpdesk activity, including open/closed tickets, response times, and SLA compliance.

* Monitor service trends and proactively suggest improvements to enhance operational efficiency.

System Maintenance:

* Maintain accurate and up-to-date records in the helpdesk system, including work orders, maintenance schedules, and contact lists.

* Assist in updating and maintaining the facilities asset database.

Administrative Support:

* Assist with general administrative tasks, including scheduling preventive maintenance and managing contractor documentation.

* Ensure all systems are up to date with accurate information.

Required Skills & Qualifications:

Experience:

* Ideally 2+ years of experience in a helpdesk, administrative or customer service role, preferably within Facilities Management or a similar industry.

* Familiarity with CRM systems is highly desirable.

Technical Skills:

* Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and helpdesk management systems.

* Basic understanding of facilities management principles, maintenance processes, and service-level agreements.

Soft Skills:

* Excellent organisational and time management skills.

* Strong customer service orientation and communication skills (both written and verbal).

* Ability to multitask and prioritise work in a fast-paced environment.

* Problem-solving and decision-making abilities

Key Competencies:

* Attention to Detail: Ensuring that all service requests are logged and processed accurately.

* Teamwork: Collaborating with facilities staff, contractors, and management to resolve issues.

* Customer Service: Maintaining a professional and helpful demeanour when dealing with internal and external customers.

* Proactivity: Identifying opportunities to improve helpdesk operations and proactively addressing common issues.

Benefits:

* Opportunities for professional development and career growth

* Supportive and dynamic working environment