Helpdesk Administrator

Totalis Solutions Ltd; Belfast; On-site; GBP 22,000 - 28,000; Full time

Job summary

A prominent service provider in Belfast is seeking a Helpdesk Administrator to manage service enquiries and schedule engineering jobs. The role requires strong organisational skills, proficiency in Microsoft Office, and excellent communication abilities. The ideal candidate will have previous administrative experience and the capability to thrive in a fast-paced environment. This position offers competitive salary and generous employee benefits including 30 days holiday.

Benefits

Competitive salary

30 days holiday per year

Excellent employee benefits including pension schemes

Training and personal development opportunities

Free on-site parking

Qualifications

• Previous experience in an administrative role, ideally within a helpdesk or scheduling environment.
• Ability to work independently and as part of a team in a fast-paced environment.

Responsibilities

• Act as the first point of contact for incoming calls, logging service requests promptly.
• Schedule and allocate jobs to engineers based on priority and availability.
• Build strong relationships with clients by providing updates on job progress.

Skills

Strong organisational skills

Proficiency in Microsoft Office

Excellent communication skills

Customer service skills

Education

GCSEs in English and Math

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Overview

Due to recent contract awards, Totalis Solutions are actively seeking Helpdesk Administrators to work within their existing team.

The Helpdesk Administrator will be a key member of the helpdesk team, responsible for managing incoming service enquiries, scheduling engineers, and maintaining accurate records. This role requires strong organisational skills, proficiency in Microsoft Office, and the ability to thrive in a fast-paced environment.

Responsibilities

1. Call Handling and Scheduling

   • Act as the first point of contact for incoming calls, logging service requests promptly and accurately.
   • Schedule and allocate jobs to engineers based on priority, availability, and location.
   • Ensure efficient use of resources by optimising engineer schedules and minimising downtime.
   • Communicate job details clearly to engineers and provide updates to clients as required.

2. Administrative Support

   • Use Microsoft Word and other Office tools to prepare correspondence, reports, and job-related documents.
   • Maintain accurate and up-to-date records of all service requests and completed jobs.
   • Monitor the progress of scheduled work and update the system with relevant information.
   • Assist with general office administration tasks as required.

3. Client and Engineer Liaison

   • Build strong relationships with clients by providing timely and professional updates on job progress.
   • Act as a communication link between clients and engineers to ensure work is carried out effectively.
   • Handle queries or complaints, escalating issues to the appropriate manager when necessary.

4. System Management

   • Ensure all data is accurately logged and maintained in the scheduling software/system.
   • Regularly review completed jobs to ensure all required documentation is finalised and filed.
   • Support system improvements and process updates as directed.

Ideal Candidate Profile

• Previous experience in an administrative role, ideally within a helpdesk or scheduling environment.
• Proficient in Microsoft Office Suite, particularly Word, Excel, and Outlook.
• Strong organisational and multitasking skills with attention to detail.
• Excellent communication and customer service skills, both written and verbal.
• Ability to work independently and as part of a team in a fast-paced environment.

Qualifications

• Experience in office administration or a similar role is essential.
• GCSEs (or equivalent) in English and Math are desirable.

Benefits

• Competitive salary
• 30 days holiday per year increasing with service
• Excellent employee benefits including pension schemes
• Training and personal development opportunities
• Free on-site parking

Skills: Administrator, office, Microsoft Office, helpdesk, Scheduling