Helpdesk Administrator

Job description

LOCATIONS14 Pier Walk, North Greenwich, SE10 0ES

SHIFT PATTERNMonday - Friday 08:00 - 17:00, 40 hours per week

SALARYCompetitive

ROLE OVERVIEW AND PURPOSEThe Helpdesk Administrator works alongside M&E Helpdesk and Helpdesk Coordinator to form part of the team responsible for the receiving, allocating and the progression of reactive emergency maintenance faults.

KEY RESPONSIBILITIES

Cover the helpdesk in the absence of Helpdesk Operative

Vetting service requests received via CAFM system

Analysis of job history/running reports to avoid duplication

Ordering parts required for the job

Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand

Plan/Coordinate work for current and next day

Escalate any complaints or issues as required

Ensuring Reactive Work to Additional Work process is followed

Manage the completion process, reviews, audit fails and ensure all closures are sent to the client via CAFM system

Collate and Submit SLA extension requests to the client

Adhere to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times if covering the Helpdesk

Utilise CAFM system – Obtain and Provide mitigation for breached Faults for previous 24 hours (ready for period end)

Ensure compliance with statutory and company procedures across all functions

To take reasonable care for the health and safety of himself/herself and others who may be affected by their acts and omissions and to cooperate with his/her employer so far as is necessary to enable them to carry out their statutory duty

High attention to detail on all work submitted

Contribute to reducing levels of customer complaints

Undertake other duties as directed by management

REQUIRED SKILLS AND EXPERIENCE

Exceptional organisational skills

Ability to handle conflicting workloads and to work under pressure

Strong communication skills in both telephone and correspondence / report handling

An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always

Ability to develop effective relations with key stakeholders including management and customers

Ability to set and achieve targets via effective engagement with stakeholder groups

DESIRABLE

A previous customer service representative or frontline support role is desirable

Experience in using CAFM system or asset management system

Rounded educational background and strong knowledge of Microsoft 365 systems

BENEFITS

24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home

Mental Health support and Life Event Counseling

Get Fit Programme

Financial and legal supportCycle to work scheme

Access Perks at Work, our innovative employee app where you can find:

Perks: discounts, gift cards, cashback, and exclusive offers

Life: Search for resources and tools on topics ranging from family and life to health, money and work

Support: Online chat or telephone service for urgent support in a crisis

Our company is committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.

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Extra information

Status

Closed

Education Level

Secondary School

Location

London

Type of Contract

Full Time Jobs

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English