Helpdesk /Contract Support

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

Benefits offered by this job

23 days holiday plus bank holidays

Job summary

Alaska Black is seeking a Contract Support / Helpdesk Administrator to join our Solihull team. This role focuses on logging, managing, and closing reactive maintenance works, serving as the liaison between clients, engineers and subcontractors.

The successful candidate will have experience in a helpdesk or facilities environment, be proficient with CAFM systems, and demonstrate strong organisation and communication skills.

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.

Responsibilities

• Log and allocate reactive call-outs on the CAFM system.
• Update clients with engineer ETAs and manage client portals.
• Raise and upgrade quotations; allocate subcontractors and order materials.
• Process invoices and sign off purchase orders; assist with PPM paperwork.

Skills

Organisation

Multitasking

Communication

Client facing

Tools

CAFM system

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 Administrator 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 system
• Strong 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