Helpdesk Administrator

Equans UK & Ireland; Tameside; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

24 days annual leave

Life Cover 1.5x salary

Employee discounts

Gym membership discounts

Cycle to work scheme

Holiday purchase scheme

2 CSR days per year

Learning opportunities / training

Employee referral rewards

Employee networks access

Employee Assistance Program

Job summary

Equans is recruiting a Helpdesk Administrator to join the team at Tameside and Salford Hospitals, Ashton-under-Lyne, on a permanent basis. The role sits in the Helpdesk Operations team, delivering excellent customer service while supporting facilities-management services.

The position is full-time (37.5 hours per week) with a competitive salary and benefits package. Based at Tameside General Hospital, the role requires effective management of reactive tasks, subcontractor coordination, and

Qualifications

• Experience using a CAFM system.
• Proficiency in Microsoft Office.
• Previous experience working on a helpdesk or call-centre environment.
• Ability to work independently and demonstrate initiative.
• Good analytical and organisational skills.
• Excellent communication and customer-service skills.
• Ability to deal confidently with management, customers and suppliers.
• Ability to balance and prioritise workload.
• Ability to work to deadlines and follow procedures.

Responsibilities

• Raise reactive work orders from emails and phone calls from clients.
• Prioritise urgent jobs logged by clients.
• Dispatch jobs to engineers, PDA users or subcontractors.
• Book reactive work with subcontractors and ensure paperwork is completed.
• Chase engineers and subcontractors to meet service levels.
• Monitor dashboards and systems to ensure SLA adherence.
• Run reports on CAFM systems.
• Manage daily jeopardy reports to avoid KPI deductions.
• Escalate concerns to management.
• Monitor and rectify overlapping labour in CAFM system.
• Ensure contract expectations are met by dispatching jobs efficiently.
• Adhere to company procedures across all functions.
• Understand and apply the Service Level Agreement for each service request.
• Contribute to reducing customer complaints.

Skills

Customer service

Organisational skills

Analytical thinking

Independent work

Communication

Time management

Tools

CAFM system

Microsoft Office

Job description

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Equans is looking for a Helpdesk Administrator to join our team based at Tameside and Salford Hospitals, Ashton-under-Lyne on a permanent basis.

On offer is a competitive salary and benefits package. This is a full-time role working 37.5 hours per week.

The role holder will be based at Tameside General Hospital in Ashton Under Lyne. The role is part of the Helpdesk Operations team and involves delivering excellent customer service while supporting the effective operation of facilities-management services.

What will you deliver?

• Raise reactive work orders from emails and telephone calls received from clients.
• Prioritise urgent jobs logged by clients.
• Dispatch jobs to engineers, PDA users or subcontractors.
• Book reactive work with subcontractors and ensure the necessary paperwork is completed.
• Chase engineers and subcontractors to ensure work orders are completed within the agreed service levels.
• Monitor dashboards and systems to ensure adherence to all service-level agreements.
• Run reports on CAFM systems.
• Manage daily jeopardy reports to avoid KPI deductions.
• Escalate concerns to the management team.
• Monitor and rectify overlapping labour in the CAFM system.
• Ensure contract expectations are met by dispatching jobs efficiently.
• Ensure compliance with company procedures across all functions.
• Understand, identify and apply the Service Level Agreement for each service request.
• Contribute to reducing customer complaints.

What can we offer you?

On offer is a competitive salary and benefits package. which includes

• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5x times annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Holiday purchase scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks
• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are you?

Essential Criteria

• Experience managing a workload using a CAFM system.
• Proficiency in Microsoft Office programmes.
• Previous experience working on a helpdesk or call‑centre environment.
• Ability to work independently and demonstrate initiative.
• Good analytical and organisational skills.
• Excellent communication and customer-service skills.
• Ability to deal confidently with management, customers and suppliers.
• Ability to balance and prioritise workload.
• Ability to work to deadlines and follow procedures.

Who are we?

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services - with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

Equans' 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

Equans is a Bouygues group company.

What's next?

At Equans, we're committed to building a diverse, respectful and inclusive workplace that truly reflects the communities and markets we serve.

Joining Equans means being part of a culture where every voice is valued, supported by vibrant employee led networks championing inclusion and diversity across gender, ethnicity, disability, LGBTQ+, veterans, parents, and young professionals.

Guided by our core values, we foster a culture of respect, integrity, collaboration, and excellence - empowering our people to deliver outstanding results and be their authentic selves every day. Our approach means we welcome candidates with transferable skills who may not meet every specific requirement, and where possible we support flexible working arrangements and reasonable adjustments to enable success.

For this role, you must have evidence of the right to work in the UK. Certain roles may require applicants to undergo a Disclosure check or security vetting, as noted in the role requirements. A criminal record will not necessarily be a barrier to obtaining a position with us.

As part of our recruitment process, EQUANS uses StaffVetting, our trusted third-party provider, to support the completion of employee background checks. StaffVetting delivers professional screening services in a friendly, efficient, and customer-focused way, helping us ensure the right checks are completed from the start of the application journey.

We are Disability Confident Level 2 members, and we offer the Guaranteed Interview Scheme as part of this commitment. Where feasible, if a candidate applies under the Disability Confident Scheme and they meet all of the essential criteria, we will offer an interview.

The Equans Resourcing Team manage this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Managers.