Helpdesk /Contract Support

Alaska Black Limited.; Cheswick Green; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

40 hour week

23 days holiday + bank holidays

Job summary

Alaska Black Limited. is recruiting a Contract Support / Helpdesk Administrator to support reactive maintenance and coordinate between clients, engineers and subcontractors from our Solihull office.

The role emphasizes logging call-outs, updating client portals, raising quotations, coordinating subcontractors and processing invoices in a fast-paced, client-facing environment.

Qualifications

• Experience in a helpdesk, contract administration or facilities/M&E environment.
• Proficient with CAFM systems and client portals.
• Excellent communication and client-facing ability; able to work under pressure.

Responsibilities

• Logging and allocating reactive call-outs on the CAFM system.
• Updating clients with engineer ETAs.
• Managing and updating client portals.
• Raising and upgrading quotations.
• Allocating subcontractors and ordering materials.
• Handling reactive client enquiries.
• Reviewing works completed daily and actioning follow-ups.
• Logging and tracking related subcontractor quotations.
• Monitoring and reviewing all open jobs to ensure timely completion.
• Completing job close-down processes.
• Raising and processing invoices.
• Signing off reactive purchase orders.
• Assisting contractor support with PPM paperwork processing.

Skills

Helpdesk experience

Contract administration

Facilities / M&E

CAFM system

Client-facing communication

Tools

CAFM software

Job description

The Company: A UK-based FM company delivering 24/7/365 maintenance services throughout the UK, supported by our regional office network. We deliver engineering excellence across a wide range of buildings, including hospitality venues, retail, healthcare, educational establishments, government buildings, and commercial properties.

The Role

Due to continued growth, we are looking to recruit a Contract Support / Helpdesk Administrators to support and work out of the Solihull office.

This is a fast-paced, client-facing role requiring strong organisation, communication, and problem-solving skills.

You will act as a key point of contact between clients, engineers, and subcontractors, ensuring reactive maintenance works are logged, managed, and closed out efficiently.

Key Responsibilities

• Logging and allocating reactive call-outs on the CAFM system.
• Updating clients with engineer ETAs
• Managing and updating client portals
• Raising and upgrading quotations
• Allocating subcontractors and ordering materials (with support from the Contracts Manager where required)
• Handling reactive client enquiries
• Reviewing works completed daily and actioning follow-ups
• Logging and tracking related subcontractor quotations
• Monitoring and reviewing all open jobs to ensure timely completion
• Completing job close-down processes
• Raising and processing invoices
• Signing off reactive purchase orders
• Assisting contractor support with PPM paperwork processing

Requirements

• Previous experience in a helpdesk, contract administration, or facilities / M&E environment
• Experience of using a CAFM systemStrong organisational and multitasking skills
• Excellent communication and client-facing ability
• Proficient with systems and client portals
• Ability to work under pressure and prioritise workloads effectively

Salary & Benefits

• Salary: £28,000 to £32,000 (depending on experience)
• 40 hour week - Monday to Friday
• 23 days holiday plus bank holidays