Helpdesk Contract Administrator

Preah Building Services; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A prominent facilities management service provider is seeking an FM Helpdesk Administrator to enhance client engagement and optimize scheduling processes. The role demands experience in a busy helpdesk environment, proficiency in CRM systems like JobLogic, and strong communication skills. As part of a collaborative team, the Administrator will manage client requests, schedule maintenance jobs, and maintain accurate records to ensure exceptional service delivery.

Qualifications

• Experience working in a busy facilities management helpdesk.
• Proficiency with CRM systems, preferably JobLogic.
• Excellent communication and customer service skills.

Responsibilities

• Engage with clients to understand their facilities management needs.
• Schedule reactive and planned maintenance jobs.
• Maintain accurate client and job information in JobLogic.

Skills

Facilities Management Helpdesk Experience

CRM Proficiency

Customer Service Skills

Organizational Skills

Microsoft Office Suite

Problem-Solving Abilities

Tools

JobLogic

Job description

YOU MUST HAVE FACILITIES MANAGEMENT HELPDESK EXPERIENCE TO BE CONSIDERED FOR THIS ROLE

FM Helpdesk Administrator

Role & Responsibilities

Customer Engagement & Support

• Engage with clients to understand their facilities management needs and allocate appropriate resources.
• Manage inbound calls and emails, logging all details accurately in the JobLogic CRM system.
• Provide updates to clients regarding the status of their requests and planned works.
• Ensure service level agreements (SLAs) are adhered to and escalate issues where necessary.

Job Management & Scheduling

• Schedule reactive and planned maintenance jobs using JobLogic.
• Coordinate with engineers and subcontractors to ensure timely attendance and job completion.
• Update job records in JobLogic 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 in JobLogic.
• Generate reports from JobLogic on job status, SLA compliance, and customer satisfaction.
• Assist with the administration of compliance documentation and service reports.
• Identify system improvements and assist with CRM system enhancements.

Team Collaboration

• 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 JobLogic and helpdesk processes.

Qualifications & Skills

• Experience working on a busy facilities management helpdesk.
• Proficiency with CRM systems, preferably JobLogic.
• Excellent communication and customer service skills.
• Strong organizational and problem-solving abilities.
• Ability to multitask and prioritize 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.

REF-(Apply online only)