FM Helpdesk Administrator (FTC)

TN United Kingdom; Liverpool; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a motivated Helpdesk Administrator to enhance client experiences and support engineers. This role involves logging and tracking jobs, allocating work orders, and ensuring efficient helpdesk operations. With a commitment to employee growth and a dynamic work environment, this temporary position offers a chance to contribute meaningfully to a leading FM provider. If you have a strong background in helpdesk operations and customer service, this opportunity could be your next step in a rewarding career.

Qualifications

• Experience in helpdesk operations and customer service.
• Proficient in using service software for logging and tracking jobs.

Responsibilities

• Logging calls and jobs on the Control Hub database.
• Allocating work orders and tracking job progress against KPIs.

Skills

Helpdesk Operation

Customer Service

Database Management

KPI Tracking

Education

High School Diploma

Relevant Certification

Tools

IFS Software

Control Hub Database

Job description

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FM Helpdesk Administrator (FTC), Liverpool

Client: GRAHAM Group

Location: Liverpool, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 954251f3b245

Job Views: 5

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description:

About The Role

At GRAHAM, we’re not just one of the UK’s leading Total FM providers - we’re also a trusted University partner, committed to enhancing the student experience for the next generation of leaders, thinkers, and entrepreneurs. Your varied, and valued, contribution will help us create a hassle-free environment for our clients and Engineers on their individual contracts.

Energised by continued growth, and boasting an annual turnover in excess of £m per annum, we’re committed to investing in our people and creating the conditions for them to excel. If you are an experienced Helpdesk Operator with an appetite to succeed, we want you to join our team.

Location: Liverpool

Working Hours: 40 hours, Monday to Friday

Contract type: Temporary

The Helpdesk Operator will be responsible for:

1. Logging calls/jobs on the Control Hub database utilizing service software (IFS). Calls/jobs may be received by telephone, email, or in person.
2. Allocating work orders to directly employed maintenance team and/or supply chain.
3. Tracking job progress against pre-determined KPIs including response and rectification times and implementing escalation procedures.
4. Reporting back to clients and contract staff on job progress and completion, producing reports.
5. Uploading and amending asset information in the Control Hub database.
6. Operating paper-based systems to complement the operating software, including backup systems.
7. Performing general administration duties as required.
8. Performing any other duties necessary to ensure an effective and efficient helpdesk service in accordance with GRAHAM ISO management systems and Quality Control procedures.