Evening Helpdesk Administrator

OCS; Stirling; On-site; AUD 60,000 - 80,000; Full time

Job summary

A leading facilities management company in Stirling is seeking a Helpdesk Operator to be the primary out-of-hours contact for clients, ensuring efficient fault request handling and monitoring service performance. The role requires excellent communication and problem-solving skills, as well as a proactive approach to team tasks. This full-time position includes participation in a shift rota (4 on/4 off) and offers opportunities for professional development in a diverse and inclusive working environment.

Qualifications

• Proactive and flexible team player willing to participate in shift rota.
• Strong attention to detail in administrative tasks.
• Ability to manage workload and work on own initiative.
• Strong customer facing skills; able to liaise with clients and engineers.

Responsibilities

• Act as the out‑of‑hours primary point of contact for clients.
• Input fault requests onto Helpdesk systems.
• Monitor helpdesk activity to meet service output performance standards.
• Provide primary contact point to clients using escalation processes as needed.
• Assist in processing purchase invoices.
• Contribute to management reporting when required.
• Liaise with on‑call engineers during out‑of‑hours emergencies.
• Develop and roll out Helpdesk processes and updates as needed.
• Carry out general administration duties.

Skills

Excellent communication skills

Decision making and problem‑solving

Customer‑facing skills

Analytical skills

Administrative skills

Proficiency in MS Excel

Team player

Attention to detail

MS Excel

Education

MS Excel familiarity

Tools

MS Excel

Job description

About The Company

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award‑winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values – Trust, Respect, Unity, and Empowerment.

About The Role

Full‑time position to act as the out‑of‑hours primary point of contact for all internal and external clients 24/7 365 days a year; inputting fault requests onto the Helpdesk systems, keeping all job notes up to date and liaising with relevant on‑call engineers to pass over OOH emergency or urgent work. Assisting our accounts team with processing invoices.

Reporting to the Helpdesk Manager, you will be responsible for:

Key Duties & Responsibilities

• Responsible for delivery of all aspects of the helpdesk service ensuring compliance and confidentiality.
• Monitor all helpdesk activity to ensure service output performance standards are delivered in accordance with all contractual requirements and within specified response times.
• Participate in rota arrangements 4 on / 4 off to ensure adequate staffing cover is available at all times, to deliver the helpdesk service from 7pm to 7am. Provide cover to ensure 24/7 service.
• Provide a primary contact point to all clients, using escalation processes as appropriate.
• Assist in the processing of purchase invoices.
• Assist with collation of management reporting as and when required.
• Liaise with on‑call engineers out of hours, passing over emergency work.
• Participate in the development and roll‑out of Helpdesk processes, updating where and when required.
• Carry out general administration duties as and when required.

Key Person Criteria

• Excellent communication skills, including verbal and the written word.
• Decision making and problem‑solving skills.
• Ability to manage own workload and work on own initiative.
• Strong customer‑facing skills.
• Analytical skills.
• Planning and organisational skills.
• Demonstrable commitment to team working.
• Administrative skills with strong attention to detail.
• Familiarity with MS Excel.
• Proactive and flexible team player and active participation in shift rota.

This is not intended to be an exhaustive or exclusive list of duties.

These duties and responsibilities may be changed from time to time in accordance with the needs of the Company; in particular the postholder may be required to provide support to holders of other posts according to changes in workload and patterns of working. This is a summary of the main areas of the job and will be subject to periodic review in conjunction with the postholder; and detailed objectives will be set periodically, in conjunction with your Line Manager, to which post is accountable.

How to Apply

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.