Help Desk Administrator

Adecco; Scotland; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading recruitment agency is seeking an FM Helpdesk Administrator in Scotland. The ideal candidate will provide client support, manage service requests, and ensure efficient operations in a dynamic facilities management team. Strong communication skills and familiarity with CAFM systems are essential. This role offers a chance to contribute to service excellence and client satisfaction.

Qualifications

• Experience in a busy FM helpdesk environment.
• Strong communication and customer service skills.
• Excellent organisational and multitasking abilities.

Responsibilities

• Act as the first line of support for client enquiries.
• Schedule and coordinate reactive and planned maintenance activities.
• Generate reports on job progress and SLA performance.

Skills

Strong communication and customer service skills

Excellent organisational and multitasking abilities

Experience in a busy FM helpdesk environment

Familiarity with CAFM systems

Proficiency in Microsoft Office (Teams, Word, Excel, Outlook)

Job description

Overview

FM Helpdesk Administrator

We\'re seeking a proactive and customer-focused FM Helpdesk Administrator to join a dynamic facilities management team. This role suits someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering excellent service. You\'ll be the first point of contact for clients, ensuring their maintenance needs are met efficiently and professionally.

Responsibilities

• Customer Engagement & Support
• Act as the first line of support for client enquiries, ensuring a professional and empathetic approach
• Log and manage all incoming requests via phone and email using our CAFM system
• Provide timely updates to clients on reactive and planned works
• Monitor service level agreements (SLAs) and escalate issues when necessary
• Job Management & Scheduling
• Schedule and coordinate reactive and planned maintenance activities
• Liaise with engineers and subcontractors to ensure prompt job completion
• Maintain accurate job records with real-time updates in the CAFM system
• Track outstanding jobs and proactively communicate with stakeholders
• CRM & Administrative Duties
• Ensure client and job data is consistently accurate and up-to-date
• Generate reports on job progress, SLA performance, and customer satisfaction
• Support compliance documentation and service report administration
• Contribute to system improvements and assist with CAFM enhancements
• Team Collaboration
• Work closely with operations teams to uphold service delivery standards
• Share insights and best practices during team meetings
• Provide support during peak periods to maintain continuity
• Mentor new team members on helpdesk procedures and CAFM usage

What You'll Bring

• Experience in a busy FM helpdesk environment
• Familiarity with CAFM systems
• Strong communication and customer service skills
• Excellent organisational and multitasking abilities
• Proficiency in Microsoft Office (Teams, Word, Excel, Outlook)
• A flexible, adaptable approach to changing priorities
• A collaborative mindset with a drive for continuous improvement

Why Join Us

This is more than just a helpdesk role-it\'s an opportunity to be part of a team that values initiative, collaboration, and service excellence. You\'ll play a key role in keeping facilities running smoothly and clients satisfied.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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