Facilities Helpdesk Administrator

Pearson Whiffin Recruitment Ltd; Chatham; On-site; GBP 24,000 - 26,000; Full time

Job summary

Pearson Whiffin Recruitment Ltd in Medway, Kent is seeking a Facilities Helpdesk Administrator to support the busy Facilities Management team. You will coordinate engineers and subcontractors, handle reactive and planned maintenance tasks, and update CAFM systems to ensure SLAs are met.

This fast-paced role requires strong organisation, communication, and attention to detail, with the ability to manage multiple priorities and keep works moving smoothly across the team and clients.

Qualifications

• Excellent organisational and time-management skills.
• Strong communication and customer service skills.
• Confidence coordinating multiple engineers, contractors and maintenance requests.
• Good understanding of processes, deadlines and SLAs.
• Excellent attention to detail and accurate record-keeping.

Responsibilities

• Manage incoming maintenance requests and coordinate engineers and subcontractors to attend reactive works within SLAs.
• Plan and coordinate engineering schedules and act as a key contact for engineers.
• Monitor jobs requiring additional resources and reschedule as needed.
• Coordinate materials and equipment; ensure information is recorded.
• Track completed works and return/docket records correctly.
• Review weekly performance reports and follow up on outstanding tasks.

Job description

Facilities Helpdesk Administrator
GBP24,000 - GBP26,000
Medway

An exciting opportunity has arisen for an organised and proactive Facilities Helpdesk Administrator to join a busy Facilities Management team in Kent.

Working as part of a collaborative helpdesk function, you will provide essential administrative and operational support across Hard Facilities Management contracts. You will play a key role in coordinating engineers and subcontractors, managing reactive and planned maintenance tasks, updating CAFM systems, processing quotations and purchase orders, and ensuring works are completed within agreed service levels.

This is a fast-paced and varied position, ideal for someone who enjoys coordinating people, managing competing priorities and keeping things moving. Strong organisation, communication and attention to detail will be essential as you work closely with engineers, contractors, colleagues and clients.

Duties Include:

• Manage incoming maintenance requests and coordinate engineers and subcontractors to attend reactive works within agreed SLAs.
• Plan and coordinate engineering schedules, acting as a key point of contact for engineers and following up on outstanding information.
• Monitor jobs requiring additional resources, ensuring they are progressed promptly and rescheduled within required timescales.
• Coordinate materials and equipment required for jobs, ensuring all relevant information is accurately recorded.
• Track completed works and ensure work instructions, worksheets and dockets are returned, recorded and filed correctly.
• Review weekly performance reports and proactively follow up on outstanding tasks.
• Maintain accurate spreadsheets and records relating to quotations, out-of-hours works and ongoing job requests.
• Raise and manage purchase orders prior to works taking place, including amendments and uplifts where required.
• Support the administration of incoming and outgoing invoices on a weekly basis.
• Ensure all job information is accurately recorded within the CAFM/Helpdesk system and relevant shared folders.
• Keep engineers, contractors, colleagues and clients updated on the progress of works.
• Support Planned Preventative Maintenance (PPM) activity by monitoring schedules, collating check sheets and ensuring planned works are completed on allocated dates.
• Work proactively as part of the wider Facilities team, sharing information and supporting colleagues when required.

The successful candidate will have:

• Excellent organisational and time-management skills, with the ability to prioritise competing demands.
• Strong communication and customer service skills.
• Confidence coordinating multiple engineers, contractors and maintenance requests.
• A good understanding of the importance of processes, deadlines and SLAs.
• Excellent attention to detail and accurate record-keeping skills.
• Good working knowledge of Microsoft Office, spreadsheets, task lists and reminder systems.
• Previous experience using a CAFM, Facilities Management or Helpdesk system would be advantageous.
• Previous experience within Facilities Management, maintenance coordination, scheduling or administration would be beneficial.