Maintenance Helpdesk Executive

SSP; Birmingham; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading support services provider seeks a Maintenance Helpdesk Assistant in Birmingham. The role involves answering incoming calls, logging work orders, liaising with contractors, and monitoring communication. Ideal candidates will possess excellent customer service skills, intermediate proficiency in Microsoft Office, and strong organizational abilities. Prior maintenance experience is a plus but not essential. This position offers an opportunity to develop skills in a dynamic environment.

Qualifications

• Excellent customer service and interpersonal skills are required.
• Intermediate knowledge of Microsoft Office packages (Word, Excel, Outlook, PowerPoint).
• Ability to confidently liaise with all levels of management.

Responsibilities

• Assist the Maintenance Helpdesk Manager in providing maintenance support.
• Answer and triage incoming calls, logging work orders in the system.
• Liaise with contractors for information and urgent call-outs.
• Monitor email communication for swift responses to queries.
• Process invoices and monitor contractor invoices.
• Provide updates on critical outstanding works.
• Monitor inspections and certificate statuses.
• Ad hoc duties including minute taking and report production.

Skills

Excellent customer service

Interpersonal skills

Telephone etiquette

Knowledge of Microsoft Office

Excellent numeracy skills

Organisational skills

Attention to detail

Tools

Ostara

SAP

Job description

About the Role

You’ll be responsible for assisting the Maintenance Helpdesk Manager in providing maintenance support across the business. Allocating internal and external contractors where need throughout the divisions, which comprises of more than 700 units across the UK, Ireland & Netherlands. SSP units can be found within Railway Stations, Airports, and Millie's Cookies in shopping centres.

What you'll be doing :

• Helpdesk duties include answering and triaging a large volume of incoming calls, logging work orders in Ostara, (CRM software) (Agility)
• Liaising with the Contractors (outgoing calls and emails) for any / all information and ensuring that all urgent call outs are attended to ASAP.
• Closing down work orders and detailing the engineers’ findings on the system.
• Constantly monitor all forms of email and media communication to ensure swift and efficient responses to questions and queries.
• Processing invoices and be in control of certain Contractor invoices that require constant monitoring. Using systems such as Ostara, Imap, Compleat, SAP (Agility).
• Providing updates to the OD’s, OM’s, and MM on critical outstanding works.
• Monitoring inspections and certificates, reporting back to the Maintenance Helpdesk Manager and the Compliance Team Leader, the status of all PPM programmes.
• Ad hoc duties to include minute taking, creating, and updating spreadsheets, producing reports. Occasionally providing additional support for Contractor reviews.
• Asset upload, ensuring this is up to date on equipment issues across the business
• Extra income to be earned by being part of the OOH / Crisis service team and take the mobile phone home during evenings and at weekends to maintain 24 / 7 maintenance cover (This is based on a team rota)
• additional payments in Net cost, based on daily rates.

To be successful in this role you will need :

• Excellent customer service, interpersonal skills, and telephone etiquette
• Intermediate knowledge of Microsoft Office packages which include, Word, Excel, Outlook and Power Point
• Excellent numeracy and organisational skills
• Ability to confidently liaise with all levels of management within the SSP business.
• A self-motivator
• Works well under pressure
• Works to tight deadlines and timescales
• Excellent attention to detail and document accuracy
• Maintenance experience (desirable but not essential)

SSP is proud to be an equal opportunities employer. We are committed to recruiting and retaining the most talented individuals from a range of backgrounds, skills, and perspectives.