Helpdesk Administrator

www.findapprenticeship.service.gov.uk - Jobboard; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading facilities management provider is seeking a Helpdesk Administrator to manage administrative functions in Swindon. The ideal candidate will have prior administration experience, strong computer skills, and excellent communication abilities. Responsibilities include handling helpdesk requests and ensuring customer satisfaction. Opportunities for professional development and a diverse benefits package are offered.

Benefits

Flexible Working Arrangements

Life Assurance

Enhanced Pension Scheme

Private Medical Insurance

Childcare Assistance

Season Ticket Loans

Qualifications

• Experience in Facilities Management or a similar environment is essential.
• Strong computer literacy and excellent interpersonal skills.
• Ability to work proactively under own initiative.

Responsibilities

• Receive and action helpdesk requests via phone and email.
• Log and manage jobs within the CAFM system.
• Monitor customer satisfaction and gather feedback.

Skills

Administration experience

Strong Computer Literacy

Excellent communication skills

Ability to prioritise workload

Ability to work under own initiative

Tools

CAFM system

Job description

Pinnacle Group is looking for a highly organised and experienced Helpdesk Administrator to join our team as the first point of contact for all helpdesk enquiries. In this pivotal role, you will be responsible for managing the day-to-day administrative functions of the contract office, ensuring that all reported jobs are allocated, tracked, and resolved efficiently. You will play a crucial role in maintaining excellent communication between clients, contractors, and internal teams to guarantee smooth operations and timely job completion.

You will be joining our Total FM team based in Swindon Schools. The Total FM team provides integrated asset management and maintenance services across the education, leisure, corporate, health and living sectors to ensure facilities operate at their best.

The ideal candidate will bring administration experience within a Facilities Management or similar environment, demonstrating strong computer literacy, excellent interpersonal skills and the ability to work proactively under their own initiative.

Due to the nature of this role, an Enhanced DBS check is required.

Who We Are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.

We’re a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

Who We’re Looking For

We’re looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.

Key responsibilities:

• To receive and action direct telephone, email requests for service in accordance with the Help Desk procedures.
• To log, update, close or cancel jobs in our CAFM system (Reactive and Planned) – including monitoring open events.
• To monitor and record the feedback of site operatives to helpdesk requests and to ensure customer satisfaction with the service.
• To assist with the administration of sub-contractors and suppliers
• To receive and make welcome all visitors to site ensuring they are appropriately hosted, and their visit is planned correctly.
• Prepare any required reports generated from the CAFM systems.
• Provide general administrative support to the contract.
• To chase internal and external persons responsible for outstanding works requests on the helpdesk
• Deliver financial admin support with invoices, raising of P. O’s and account reconciliation.
• Assist in compiling information from various service lines for monthly reports.

Key Requirements:

• Administration experience working within a FM environment or similar, experience within a challenging environment is essential.
• Strong Computer Literacy
• Excellent written and oral communication skills
• Ability to prioritise workload effectively and efficiently.
• Ability to work under own initiative.

Our Offer

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.

We welcome applications from all backgrounds – particularly from those who represent the communities we serve including ex-armed forces personnel and their families.

As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.

We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans