Helpdesk Administrator

TN United Kingdom; London; On-site; GBP 31,000; Full time

Job summary

An established industry player is seeking a Helpdesk Administrator to manage service requests and ensure customer satisfaction. This role involves logging and allocating faults, maintaining compliance with procedures, and providing exceptional customer service. The ideal candidate will possess strong organizational and communication skills, with experience in customer support and asset management systems. Join a dynamic team where your contributions will directly impact service delivery and customer relations, making a difference in a fast-paced environment.

Qualifications

• Experience in customer service or frontline support role is desirable.
• Strong communication skills in both telephone and written correspondence.

Responsibilities

• Logging service requests by telephone and email.
• Managing the completion process and ensuring all closures are communicated to the client.
• Responding rapidly to customer issues with a systematic problem-solving approach.

Skills

Organizational Skills

Customer Service

Communication Skills

Problem-Solving

Time Management

Education

High School Diploma

Relevant Certifications

Tools

CAFM Systems

Asset Management Systems

Job description

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SHIFT PATTERN: 4 on 4 off shift, 7am-7pm

SALARY: £30,428 Annually

ROLE OVERVIEW AND PURPOSE

The Helpdesk Administrator will be responsible for logging, allocating, progressing, chasing, and completing faults on the contract.

The post holder will handle various FM challenges and related issues arising from those works, ensuring resolution and understanding of the contract and its specifications to meet customer expectations.

Typically, the post holder will escalate decisions to their line manager.

KEY RESPONSIBILITIES

1. Logging service requests by telephone and email
2. Providing coverage for the helpdesk during the absence of the EIC operative and the Co-ordinator
3. Ordering parts required for the job
4. Ensuring RW to AW work process is followed
5. Ensuring compliance with statutory and company procedures across all functions
6. Maintaining high attention to detail in all work submitted
7. Dispatching work to both direct labour and contractors promptly, based on skills, location, and service delivery needs
8. Escalating complaints or issues as needed
9. Analyzing job history and reports to prevent duplication
10. Undertaking other duties as directed by management
11. Managing the completion process and ensuring all closures are communicated to the client
12. Responding rapidly to customer issues with a systematic problem-solving approach
13. Taking reasonable care for health and safety of oneself and others
14. Adhering to SLAs/KPIs, including call answering times, quality assurance, and email response times
15. Understanding, identifying, and applying the Service Level Agreement (SLA) for each request and managing customer expectations
16. Contributing to the reduction of customer complaints

REQUIRED SKILLS AND EXPERIENCE

• Exceptional organizational skills
• Ability to handle conflicting workloads and work under pressure
• Excellent telephone manner and effective communication at all levels, delivering flawless customer service
• Ability to develop effective relationships with stakeholders, including management, customers, staff, and clients
• Capability to set and achieve targets through stakeholder engagement
• Strong communication skills in both telephone and written correspondence
• Experience as a customer service representative or frontline support role is desirable
• Experience using CAFM or asset management systems
• A rounded educational background and credible experience as a helpdesk operative