Helpdesk Operator

Pinnacle Group Limited; Exeter; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is looking for a motivated Helpdesk Administrator to be the first point of contact at their helpdesk. This full-time, on-site role involves managing daily helpdesk operations, administrative duties, and coordinating with contractors. The ideal candidate will possess excellent communication skills and previous administrative experience. Join a team that values diversity and fosters a supportive culture, where your contributions will help optimize facility operations across various sectors. This position offers a pathway to permanency after an initial temporary contract.

Benefits

Maternity/paternity packages

Flexible working arrangements

Life assurance

Enhanced pension scheme

Additional annual leave

Private medical insurance

Cycle to Work Scheme

Employee assistance program

Retail discounts

Childcare assistance

Qualifications

• Proven experience in administrative roles with a focus on customer service.
• Ability to manage multiple tasks and prioritize effectively.

Responsibilities

• Answering helpdesk calls and logging tasks in the helpdesk database.
• Monitoring job progress and managing the PPM/holiday schedule.

Skills

Excellent written and oral communication skills

Strong motivational abilities

Exceptional interpersonal skills

Previous administrative experience

Tools

Helpdesk software

Job description

Pinnacle Group is seeking a motivated Helpdesk Administrator to serve as the first point of contact at the helpdesk, ensuring the effective management of all reported jobs. You will join our Total FM team based at an Exeter School. Your responsibilities will include daily helpdesk operations, administrative duties, and assigning work orders to internal or external contractors.

The Total FM team delivers integrated asset management and maintenance services across education, leisure, corporate, health, and living sectors to optimize facility operations.

This is a full-time, on-site role with no remote work options. The position involves working 37.5 hours per week, Monday to Friday, 8 AM to 4 PM. It is initially a temporary contract with prospects for permanency.

Who We Are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing communities where people live, learn, work, and play. We are a people-first organization with a values-driven culture that has persisted for over thirty years, emphasizing how we treat our employees and customers.

Who We’re Looking For

We seek someone committed to our core values of Trust, Respect, Involve, Challenge, and Deliver Excellence. The ideal candidate will be dedicated to maintaining the confidence of our clients and communities.

Key Responsibilities

• Answering helpdesk calls and handling general inquiries.
• Logging calls and tasks in the helpdesk database using helpdesk software.
• Monitoring job progress and implementing escalation procedures as needed.
• Reporting on job status to clients and contract staff, including requesting extensions when necessary.
• Managing the PPM/holiday schedule and reactive maintenance jobs to meet response times.
• Recording sickness and processing overtime.
• Booking and overseeing agency staff.

Key Requirements

• Excellent written and oral communication skills.
• Strong motivational abilities.
• Exceptional interpersonal skills, diplomacy, and tact.
• Confidence and professionalism in liaising at all levels.
• Previous administrative experience.

Our Offer

We value diversity and encourage applications from all backgrounds, especially those reflecting the communities we serve, including ex-armed forces personnel and their families. Joining Pinnacle Group means becoming part of an inclusive culture that supports your growth and development.

Our benefits include:

• Maternity/paternity packages
• Flexible working arrangements
• Life assurance
• Enhanced pension scheme
• Additional annual leave
• Private medical insurance
• Cycle to Work Scheme
• Employee assistance program
• Retail discounts
• Childcare assistance
• Season ticket loans
• Sick pay schemes
• Personal development plans
• Company car or allowance
• Electric vehicle scheme