Helpdesk Administrator

Invictus Group; Redbourn; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading company in the contracting field is seeking a dedicated administrative support professional. The role involves maintaining client relationships, coordinating engineer schedules, and ensuring compliance documentation is up to date. Ideal candidates will possess strong organizational skills and excel in customer service, ensuring smooth operations within the team.

Qualifications

• Experienced with administrative tasks and customer service.
• Strong organizational skills and ability to prioritize tasks.
• Basic computer skills for data entry and record keeping.

Responsibilities

• Answer phone calls/emails and assist customers in a helpdesk capacity.
• Liaise with Contract Managers and Field Operatives.
• Issue and approve invoices along with maintenance invoicing.

Skills

Organizational skills

Time management

Customer service

Computer knowledge

Teamwork

Tools

Concept Evolution software

Job description

ROLE AND RESPONSIBILITIES:

• To answer phone calls / emails on the helpdesk and aid customers.
• Build a close working relationship with the Contract Managers / Field Operatives to ensure continuity of client knowledge and activities and to liaise with then over Maintenance visits.
• Arrange client callouts as required.
• To issue PPMS for the site engineer’s using our online software package
• To ensure engineers have logged off PPM’s and chase for updates.
• To deal with day-to-day emails regarding extensive range of contracts managed
• To check & approve engineer time sheets each week.
• To organize specialist PPM visits & ensure they are undertaken within contract SLA period.
• Obtain specialist service sheets and ensure site files are up to date in line with BSI audits.
• Advise Client, site engineer and Contract Manager of any remedial works resulting from PPM visit and provide quotation.
• To analyse & approve invoices from specialists and sub-contractors for PPM works.
• To deal with pricing or queries on invoices
• To issue maintenance invoices to the clients on monthly/quarterly basis
• Maintain all contract files ensuring they are always kept up to date.
• To ensure that the engineer schedule is updated, and the contracts managed are scheduled in where necessary.
• To add new contracts and buildings onto Concept.
• Ensure Contract Managers are advised of contract’s due to expire and source renewal costs from specialists
• To work with the contract / compliance manager and ensure all paperwork to demonstrate contract and statutory compliance are filed electronically and within the site files.
• Update client databases as necessary i.e. Risk wise
• Self-audit of contract files & in-house databases to ensure compliance.
  
  

Essential SKILLS:

• Organised and experienced with administrative tasks. Comfortable liaising with external companies all levels within the organisation.
• Organization skills - record keeping is a key part of this job.
• Time management - To be able to prioritize tasks to ensure deadlines are met and ensure services are carried out.
• Teamwork - Working closely with other team members and external contractors, must maintain a professional and helpful demeanour.
• Customer service - strong customer service skills are essential to this role.
• Computer knowledge - basic computer skills are important to update records, respond to emails, and carry out data entry tasks.
• Concept Evolution software experience