Helpdesk Administrator

Randstad Construction & Property; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A facilities management firm based in Birmingham is seeking an organized and customer-focused Helpdesk Administrator to manage service requests within NHS sites. This role includes logging and prioritizing work orders, ensuring compliance with procedures, and providing administrative support. Candidates should have 5 GCSEs and strong IT skills, including experience with Maximo and Coupa systems. The position involves a rotational shift pattern, covering days, weekends, and bank holidays.

Qualifications

• Excellent communication, confidence, patience, and organisational skills.
• Ability to manage time, work to deadlines, and operate on own initiative.
• Ability to work a rotational shift pattern, including day and weekend shifts.

Responsibilities

• Act as the first point of contact for all incoming service requests.
• Log, prioritise, and manage work orders using the Maximo system.
• Ensure compliance with statutory and company procedures.
• Provide support with general administrative duties and HR record keeping.

Skills

Strong IT skills

Excellent communication

Organisational skills

Education

5 GCSEs at Grade C or above/equivalent

Tools

Maximo

Coupa

Job description

Helpdesk Administrator

Location: Hospital (NHS Sites)

Schedule: Rotational Shift Pattern (Includes Day, Weekend, and Bank Holidays) 37.5 hours a week

Salary/Rate: 13.85 an hour Standard rate + Overtime rates

We are seeking a highly organised and customer-focused Helpdesk Administrator to manage the full life cycle of maintenance work for our Sustainable Facilities Management contract across the NHS sites. This is a critical role responsible for communication, compliance, and administration.

The Role at a Glance

You will be the first point of contact, ensuring all service requests are correctly logged, prioritised, and assigned to meet strict contractual deadlines (SLAs).

• Service & Communication: Act as the first point of contact for all incoming service requests (phone, fax, email). Deliver excellent customer service and promote customer feedback.

• Work Order Management: Interpret, log, and manage work orders using the Maximo system. Understand, identify, and apply the correct SLA for each request, prioritising urgent jobs to prevent service failure points (Jeopardy Management).

• Dispatch & Procurement: Distribute work orders to both in-house engineers and subcontractors. Raise purchase orders and arrange supervisor/engineer workwear via Coupa.

• Compliance & Administration: Ensure compliance with statutory and company procedures. Provide support with general administrative duties, report collation, minute-taking at contractual meetings, and HR record keeping (leave, sickness).

• Team Support: Work closely with the Technical team, provide cover during team absences, and support the Operations team with various projects.

Essential Requirements

• Education: 5 GCSEs at Grade C or above/equivalent.

• IT Skills: Strong IT skills, including the full Microsoft applications suite (Word, Excel).

• Core Abilities: Excellent communication, confidence, patience, and organisational skills. Must be able to manage time, work to deadlines, and operate on own initiative.

• Schedule: Ability to work a rotational shift pattern, including day and weekend shifts.

Desirable Experience

• Experience working within a Facilities Management (FM) or Technical environment.

• Knowledge of CAFM systems, particularly Maximo and finance systems like Coupa.

• Experience working in a Healthcare environment.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.