HelpDesk Administrator

Guidant Global; Smethwick; On-site; GBP 21,000 - 30,000; Full time

Job summary

Guidant Global is seeking a Helpdesk Administrator for the Midlands Metropolitan University Hospital area. The role manages maintenance requests from logging to closure, using Maximo CAFM, and supports the NHS facilities management contract.

You will work with engineers, contract managers, subcontractors and NHS stakeholders to ensure SLAs are met and customer expectations are achieved, with shift-based hours and weekend coverage.

Qualifications

• Experience working with SLAs and job scheduling.
• Experience working within a healthcare environment.
• Knowledge of CAFM systems such as Maximo and purchasing systems like Coupa (desirable).

Responsibilities

• Act as the first point of contact for telephone and email enquiries.
• Receive, log and process maintenance requests.
• Deliver excellent customer service to both internal and external customers.
• Set customer expectations by applying the correct SLAs.
• Handle customer complaints and escalate where necessary.
• Promote customer feedback and satisfaction surveys.

Skills

Customer service

Communication

Time management

Teamwork

Attention to detail

Word

Excel

Outlook

Maximo CAFM

SLAs

Organisation

Education

GCSEs

Tools

Maximo CAFM

Coupa

Job description

Contract Duration – 24th August – 11th October

Working hours - 37.50 hours per week, Mon - Fri

Location - Midland Metropolitan University Hospital, B66 2QT

About the Role

• Midland Metropolitan University Hospital (MMUH)
• City Health Campus
• Various community healthcare properties

The Helpdesk Administrator is responsible for managing the complete lifecycle of maintenance requests, from initial customer enquiry through to job completion and purchase order receipting.

The role involves delivering excellent customer service, logging and managing work requests through the Maximo CAFM system, ensuring contractual Service Level Agreements (SLAs) are achieved while supporting the day-to-day operation of the Facilities Management contract.

Working closely with engineers, supervisors, contract managers, subcontractors and NHS stakeholders, you will play a key role in ensuring maintenance requests are processed efficiently and customer expectations are met.

Key Responsibilities

• Act as the first point of contact for telephone and email enquiries.
• Receive, log and process maintenance requests.
• Deliver excellent customer service to both internal and external customers.
• Set customer expectations by applying the correct Service Level Agreements (SLAs).
• Handle customer complaints and escalate where necessary.
• Promote customer feedback and satisfaction surveys.

Work Order Management

• Manage the full lifecycle of maintenance jobs from receipt through to closure.
• Log work requests accurately within the Maximo CAFM system.
• Allocate jobs to engineers or subcontractors.
• Monitor open jobs and chase updates to ensure SLA compliance.
• Schedule engineers and subcontractors appropriately.
• Close completed work orders accurately.
• Proactively manage jobs at risk of SLA failure.

Administration

• Produce regular operational and compliance reports.
• Process contractor labour records.
• Support invoice processing and resolve subcontractor or supplier queries.
• Maintain accurate electronic and hard-copy records.
• Assist with document collation, filing and mail distribution.

Operational Support

• Work closely with:
• Contract Managers
• Technical Teams
• Performance Teams
• External Subcontractors
• Provide supervisory cover during periods of absence.
• Support operational projects as requested by senior management.
• Ensure compliance with company procedures and statutory regulations.

Hours of Work

This is a shift-based position requiring flexibility.

Working pattern may include:

• Weekend shifts

Helpdesk cover is provided for extended operating hours across the NHS estate.

Skills & Experience

• Good verbal and written communication.
• Strong organisational and time management skills.
• Ability to prioritise workload and meet deadlines.
• Ability to work independently and as part of a team.
• Strong attention to detail.
• Word
• Excel
• Outlook
• Ability to communicate with staff at all organisational levels.
• Experience working to Service Level Agreements (SLAs).
• Experience working within a Healthcare environment.
• Coupa
• Experience within a technical or maintenance environment.

Qualifications

• Minimum 5 GCSEs (Grade C/4 or above) or equivalent.

Experience with the following systems would be advantageous

Customer Focus

• Takes ownership of customer requests.
• Resolves issues through to completion.

Communication

• Excellent verbal and written communication.
• Professional telephone manner.
• Confident communicating with customers and stakeholders.

Teamwork

• Works collaboratively to achieve team goals.

Planning & Organisation

• Prioritises workload effectively.
• Plans work efficiently.
• Works accurately under pressure.

Problem Solving

• Identifies issues proactively.
• Escalates concerns appropriately.

Accountability

• Takes ownership of responsibilities.
• Works with minimal supervision.

Health, Safety & Sustainability

• Follow Company’s Health & Safety policies.
• Support sustainability initiatives.
• Work safely and responsibly at all times.

Compliance

This role is subject to a Standard DBS Check. Successful candidates must be able to pass the required background screening.

Ideal Candidate Profile

• Excellent customer service experience.
• Strong administrative and organisational skills.
• Experience managing helpdesk or maintenance requests.
• Ability to work in a fast-paced operational environment.
• Experience working with SLAs and job scheduling.
• Strong IT skills, particularly Microsoft Office.
• Knowledge of CAFM systems such as Maximo and purchasing systems like Coupa (desirable).
• The flexibility to work rotating day, night and weekend shifts.