Helpdesk Administrator

PREAH Building Services; Motherwell; On-site; GBP 18,000 - 27,000; Full time

Job summary

A construction service provider in Scotland is seeking a Helpdesk Administrator to handle client interactions and manage resources effectively. The role involves using a CAFM system for scheduling maintenance jobs and maintaining client information. Candidates should have experience in a facilities management helpdesk and possess excellent communication skills. This full-time position offers opportunities to work in a dynamic team and provides a platform for continuous improvement and development.

Qualifications

• Candidates must have experience working on a busy facilities management helpdesk.
• Experience with CAFM systems is required.
• Strong organizational and problem-solving abilities are crucial.
• Strong organizational and problem-solving abilities.
• Ability to multitask and prioritise in a high-pressure environment.
• Proficient in Microsoft Office Suite (Teams, Word, Excel, Outlook).
• Flexible and adaptable to meet changing operational needs.
• Team player with a proactive attitude towards continuous improvement.

Responsibilities

• Engage with clients to understand their facilities management needs.
• Manage inbound calls and emails, logging details accurately.
• Schedule reactive and planned maintenance jobs using the CAFM system.
• Ensure service level agreements (SLAs) are adhered to and elevate issues where necessary.
• Schedule reactive and planned maintenance jobs using the CAFM system.
• Coordinate with engineers and subcontractors to ensure timely attendance and job completion.
• Update job records in the CAFM system with real-time information on progress and completion.
• Monitor outstanding jobs and proactively communicate with stakeholders.
• Maintain accurate client and job information within our CAFM system.
• Generate reports from our CAFM system on job status, SLA compliance, and customer satisfaction.
• Assist with the administration of compliance documentation and service reports.
• Identify system improvements and assist with CAFM system enhancements.
• Work closely with operational teams to ensure service delivery excellence.
• Participate in team meetings and share best practices for customer management.
• Support colleagues during busy periods to maintain service continuity.
• Provide mentorship to new team members on the use of the CAFM system and helpdesk processes.

Skills

Experience working on a busy facilities management helpdesk

Experience working with CAFM systems

Excellent communication and customer service skills

Strong organizational and problem-solving abilities

Ability to multitask and prioritise in a high-pressure environment

Proficient in Microsoft Office Suite (Teams, Word, Excel, Outlook)

Flexible and adaptable to meet changing operational needs

Team player with a proactive attitude towards continuous improvement

Tools

CAFM systems

Microsoft Office Suite

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Helpdesk Administrator

PREAH Building Services

PREAH Building Services provided pay range

This range is provided by PREAH Building Services. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

FM Helpdesk Administrator

Role & Responsibilities

• Engage with clients to understand their facilities management needs and allocate appropriate resources.
• Manage inbound calls and emails, logging all details accurately in the CAFM (Computer Aided Facilities Management) system, we currently use Joblogic.
• Provide updates to clients regarding the status of their requests and planned works.
• Ensure service level agreements (SLAs) are adhered to and elevate issues where necessary.

Job Management & Scheduling

• Schedule reactive and planned maintenance jobs using the CAFM system.
• Coordinate with engineers and subcontractors to ensure timely attendance and job completion.
• Update job records in the CAFM system with real-time information on progress and completion.
• Monitor outstanding jobs and proactively communicate with stakeholders.

CRM & Administrative Duties

• Maintain accurate client and job information within our CAFM system.
• Generate reports from our CAFM system on job status, SLA compliance, and customer satisfaction.
• Assist with the administration of compliance documentation and service reports.
• Identify system improvements and assist with CAFM system enhancements.
• Work closely with operational teams to ensure service delivery excellence.
• Participate in team meetings and share best practices for customer management.
• Support colleagues during busy periods to maintain service continuity.
• Provide mentorship to new team members on the use of the CAFM system and helpdesk processes.

Qualifications & Skills

• Experience working on a busy facilities management helpdesk.
• Experience working with CAFM systems.
• Excellent communication and customer service skills.
• Strong organizational and problem-solving abilities.
• Ability to multitask and prioritise in a high-pressure environment.
• Proficient in Microsoft Office Suite (Teams, Word, Excel, Outlook).
• Flexible and adaptable to meet changing operational needs.
• Team player with a proactive attitude towards continuous improvement.

Seniority level

Associate

Employment type

Full-time

Job function

Administrative and Information Technology

Industries

Construction

REF-226 047