Helpdesk Administrator

Adecco; Marlow; On-site; GBP 21,000 - 28,000; Full time

Job summary

Adecco is seeking an experienced Helpdesk Administrator in Marlow to support a busy Service Operations team across planned and reactive maintenance contracts. The role involves acting as the main liaison between clients, engineers, subcontractors and internal teams, managing maintenance requests and coordinating workflows to ensure timely, accurate updates throughout each job’s lifecycle.

Key responsibilities include handling enquiries, logging requests, tracking progress, producing

Qualifications

• Experience managing reactive maintenance workflows.
• Strong customer service and client communication skills.
• Excellent organisational and administrative abilities.
• The ability to manage multiple priorities simultaneously.
• Strong attention to detail.
• Confidence communicating with engineers, clients, subcontractors, and internal stakeholders.
• Good IT and systems experience.

Responsibilities

• Helpdesk & Client Support: Act as the first point of contact for service-related enquiries; Respond to client, engineer, and subcontractor communications via phone and email; Log reactive maintenance requests accurately and efficiently; Provide professional updates throughout the lifecycle of maintenance jobs; Manage and resolve client queries in a timely manner; Escalate issues where necessary to ensure service levels are maintained.

Skills

Reactive maintenance workflows

Customer service

Organisational skills

multitasking

Attention to detail

Stakeholder communication

Tools

Service management systems

Job description

Helpdesk Administrator

Location: Marlow

Job Type: Full-Time 8am-5pm

The Opportunity

We are looking for an experienced Helpdesk Administrator to join a busy Service Operations team supporting a portfolio of commercial clients across planned and reactive maintenance contracts.

This is a fast-paced role where you'll act as a key point of contact between clients, engineers, subcontractors, and internal teams. You'll be responsible for managing maintenance requests, coordinating workflows, maintaining service records, and ensuring clients receive timely, accurate updates throughout the lifecycle of every job.

Key Responsibilities

Helpdesk & Client Support

• Act as the first point of contact for service-related enquiries.
• Respond to client, engineer, and subcontractor communications via phone and email.
• Log reactive maintenance requests accurately and efficiently.
• Provide professional updates throughout the lifecycle of maintenance jobs.
• Manage and resolve client queries in a timely manner.
• Escalate issues where necessary to ensure service levels are maintained.

Job & Workflow Management

• Manage work orders and service management systems.
• Monitor job progress from instruction through to completion.
• Track engineer attendance, updates, reports, and outstanding actions.
• Ensure all records are maintained accurately and in real time.
• Identify jobs at risk of missing SLA targets and elevate appropriately.
• Coordinate with engineers, subcontractors, and suppliers to maintain service delivery.

Administration & Reporting

• Produce clear and concise client-facing updates from technical information provided by engineers.
• Ensure completed jobs contain all required documentation and supporting information.
• Maintain accurate records across multiple systems.
• Support reporting requirements and general service administration activities.

Essential Experience

• Experience managing reactive maintenance workflows.
• Strong customer service and client communication skills.
• Excellent organisational and administrative abilities.
• The ability to manage multiple priorities simultaneously.
• Strong attention to detail.
• Confidence communicating with engineers, clients, subcontractors, and internal stakeholders.
• Good IT and systems experience.

Desirable Experience

• Previous experience within a Helpdesk, Service Desk, Facilities Management, or Maintenance environment.
• Knowledge of hard services, building services, HVAC, electrical, mechanical, fire, or fabric maintenance.
• Experience supporting large multi-site contracts.
• Understanding of SLAs, KPIs, planned preventive maintenance (PPM), and reactive maintenance processes.
• Experience coordinating field-based engineers.

What's on Offer?

This is an excellent opportunity for someone with a strong helpdesk or service administration background to join a growing and supportive team. You'll gain exposure to a wide range of maintenance and service operations activities while playing a vital role in delivering exceptional customer service and operational efficiency.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.