Helpdesk Administrator

Pinnacle Group; Greater London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a motivated Helpdesk Administrator to join their dynamic Total FM team. This full-time, hybrid role offers the chance to be the first point of contact for helpdesk operations across multiple schools. You will manage job reporting, support administrative functions, and ensure efficient communication with clients and contractors. Embrace this opportunity to enhance your career in a people-first organization that values trust, respect, and excellence. Join a diverse workforce committed to making a difference in the communities they serve.

Benefits

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

Qualifications

• Proven experience in administrative roles with a focus on helpdesk operations.
• Ability to manage multiple tasks and respond to client queries efficiently.

Responsibilities

• Act as the first point of contact for helpdesk queries and manage job reporting.
• Log tasks on the helpdesk database and track job progress against response times.

Skills

Excellent Written and Oral Communication Skills

Strong Motivational Skills

Excellent People Skills

Diplomacy and Tact

Strong Previous Admin Experience

Tools

Helpdesk Software

Job description

Pinnacle Group are looking for a motivated Helpdesk Administrator to be the first point of contact at the helpdesk and ensure the successful management of all jobs reported to the helpdesk. You will be joining our Total FM team based in an Exeter School. Your role will involve day to day responsibility for the helpdesk and administrative functions and allocating work orders to internal/external contractors.

To provide an efficient helpdesk and administration service (first point of contact) for three PFI contracts - Newham School and Enfield2 Schools, which form the North London Schools contracts (NLS) and Swanscombe Schools, in relation to contract expiry. Being the first point of call for all queries ranging from logging, updating, closing and reporting of events, on the Helpdesk and other formats. To provide additional administrative support as and when required.

This is a full-time, Hybrid working role based at numerous different offices, including: Newham, Swanscombe, Chelmsford.

This is a full time position working 37.5 hours per week working 8:30AM - 4:30PM

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 value 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 will include:

• Answering of the helpdesk and dealing with general enquiries.
• Log calls/tasks on the helpdesk database utilising helpdesk software.
• Tracking job progress against rectification times and implementing escalation procedures.
• Report back to clients and contract staff on job progress and close out including requesting extensions where applicable.
• Taking ownership of the PPM/holiday schedule & Reactive Maintenance jobs thus ensuring that all tasks are completed in line with the allocated response times.
• Reporting and recording of sickness.
• Processing of overtime.
• Booking and monitoring of agency staff

Key requirements:

• Excellent Written and oral communication skills.
• Strong Motivational Skills.
• Excellent people skills, diplomacy, and tact.
• Ability to liaise confidently and professionally at all levels.
• Strong previous admin experience

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
• Company Car/Car Allowance
• Electric Vehicle Scheme