On-site Helpdesk Administrator - Customer Service & Systems

ISS Facilities Services; Portsmouth; On-site; GBP 21,000 - 27,000; Full time

Job summary

ISS Facilities Services is seeking a Customer Service Administrator to support Helpdesk operations in Portsmouth. The role requires logging, prioritising and processing requests via phone, email and online systems with a professional customer-focused approach.

You will work collaboratively with clients, contractors, suppliers and internal teams to resolve issues, maintain system accuracy and support high-quality service standards.

Qualifications

• Excellent communication, active listening and customer service skills.
• Confident and professional telephone manner with strong complaint handling abilities.
• Accurate and efficient administration and data entry skills.
• Strong organisational, multitasking and problem-solving abilities.
• Effective team player with a self-motivated and adaptable approach.
• Quick learner with the ability to work across multiple systems.
• Flexible and able to adapt working patterns to meet business needs.
• Good working knowledge of Microsoft Word and Excel.

Responsibilities

• Log and process Helpdesk requests received via telephone, email and online systems.
• Ensure all jobs are managed within SLAs, KPIs and priority times.
• Administer and maintain Helpdesk systems, including MyMCS and ID&V.
• Coordinate works with clients, site contacts, contractors and suppliers.
• Monitor complaints, escalations and feedback, ensuring timely resolution.
• Support Helpdesk ops: telephony cover, self-service requests, email mgmt, surveys and courier requests.
• Communicate essential information to internal and external stakeholders.
• Maintain knowledge of systems and processes to ensure compliance with policies.

Skills

Communication

Telephone manners

Data entry

Organisation

Multitasking

Problem solving

Adaptability

MS Word

MS Excel

Job description

ISS Facilities Services is seeking a Customer Service Administrator to support Helpdesk operations in Portsmouth. The role requires logging, prioritising and processing requests via phone, email and online systems with a professional customer-focused approach.

You will work collaboratively with clients, contractors, suppliers and internal teams to resolve issues, maintain system accuracy and support high-quality service standards.