Helpdesk Administrator

BGIS; Greater London; On-site; GBP 24,000 - 32,000; Full time

Job summary

BGIS is seeking a Helpdesk Administrator to support the Contract Support team, Maintenance Manager, Engineers, and external stakeholders. You will ensure timely processing of documentation and provide excellent service to clients and internal teams.

Key tasks include handling client-facing helpdesk queries, raising reactive jobs, processing task sheets, and producing weekly/monthly reports. Strong IT skills and clear communication are essential.

Qualifications

• GCSEs including English and Maths.
• Experience in a busy office environment.
• Good IT skills and strong communication.
• Ability to work independently and as part of a team.
• Desirable: Maximo system experience.

Responsibilities

• Act as main point of contact for client-facing helpdesk queries.
• Raise reactive jobs and allocate PPMs using the Concept Evolution system.
• Produce reports for BGIS and clients (weekly and monthly).
• Process task sheets daily and maintain accurate client files.
• Raise work orders, purchase orders, and manage subcontractor call-outs.
• Log holidays and sickness for engineering teams.

Skills

IT skills

Phone etiquette

Interpersonal skills

Numeracy

Teamwork

Engineering terminology

Education

GCSE English & Maths

A-Levels / HNC/D

Degree-level qualification

Tools

Maximo system

Job description

Job Title: Helpdesk Administrator

BGIS is a progressive organisation within the Engineering sector, delivering electrical and mechanical services across commercial properties. The Helpdesk Administrator plays a key role in supporting the Contract Support team, Maintenance Manager, Engineers, and external stakeholders by ensuring timely and accurate processing of documentation and providing exceptional service to clients and internal teams.

Key Responsibilities Helpdesk & Client Support

• Act as the main point of contact for client-facing helpdesk queries.
• Respond positively and professionally to internal and external enquiries.
• Maintain confident communication via phone, email, radio, and face‑to‑face interactions.
• Check and respond to overnight callouts.
• Raise reactive jobs and allocate PPMs using the Concept Evolution system.

Administrative Duties

• Produce reports for BGIS and clients (weekly and monthly statistical data).
• Process task sheets daily and maintain accurate client files.
• Raise work orders, purchase orders, and manage subcontractor call-outs.
• Upload subcontractor service sheets and documentation into Opti‑MIS.
• Maintain subcontractor records and logbook systems.
• Assist with general office duties such as photocopying, filing, and taking meeting minutes.
• Book internal meeting rooms.
• Cover holiday, sickness, and lunch periods for other administrative staff.
• Conduct annual archiving of site files.
• Ensure Work in Progress (WIP) is maintained and updated.
• Log holidays and sickness for engineering teams.
• Ensure all Health & Safety and legislative documentation is received from subcontractors.
• Take ownership of all assigned tasks through to completion.

Collaboration

• Work closely with the Contract Manager and Contract Support team to ensure timely completion of responsibilities.

Accountability

• Reports directly to the onsite Contract Manager.
• No direct budgetary responsibility.

Person Specification Education

• Essential: GCSE-level education including English and Maths.
• Desirable: A‑Levels, HNC/D, or a degree-level qualification.

Skills & Knowledge

• Essential:
  • Strong keyboard and general IT skills (Word, Excel).
  • Excellent telephone manner and communication skills.
  • Good interpersonal skills.
  • Strong numeracy and timekeeping.
  • Ability to work independently and as part of a team.
• Desirable:
  • Experience with the Maximo system.
  • Understanding of engineering terminology and processes.

Experience

• Essential: Experience working in a busy office environment.
• Desirable: Experience in a Customer Service, Service Desk, or Helpdesk environment.

Attributes

• Aptitudes: Excellent written and verbal communication, detail-focused, methodical.
• Character: Customer-focused, reliable, self-motivated, able to prioritise tasks and work well under pressure.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success. #BGISUK #LI-JC2