Helpdesk Administrator

An exciting opportunity has arisen for an organised and customer-focused Helpdesk Administrator to join a growing company operating within the HVAC and facilities management sector.

Working with a portfolio of major national and international retail clients, you will play a key role in managing reactive and planned maintenance activities, coordinating engineers, subcontractors and clients to ensure excellent service delivery and contractual compliance.

This is an excellent opportunity for someone with experience in Facilities Management, Helpdesk Operations or Service Coordination who thrives in a fast-paced environment and enjoys managing multiple priorities.

Monday to Friday 8am - 5pm with one hour break or 8.30am - 5pm with 30 mins break.

Key Responsibilities

Helpdesk & Customer Service

• Act as the first point of contact for clients, engineers and subcontractors.
• Answer incoming calls and respond to email enquiries professionally and efficiently.
• Log and manage reactive maintenance requests.
• Prioritise jobs according to client requirements and contractual obligations.
• Provide timely and professional updates throughout the lifecycle of each job.
• Manage customer queries and challenging situations with confidence and professionalism.

Job & Workflow Management

• Raise, manage and monitor work orders through CAFM and job management systems.
• Track jobs from initial instruction through to completion.
• Monitor engineer attendance, progress and outstanding actions.
• Obtain and review engineer reports, photographs and recommendations.

Client Reporting & Communication

• Review technical information provided by engineers.
• Produce clear, concise and professional client-facing updates.
• Accurately communicate findings, completed works, outstanding actions and recommendations.
• Highlight operational risks, further attendance requirements or quotation requests where applicable.
• Ensure completed jobs contain sufficient information for reporting and invoicing purposes.

Skills/Experience

• Previous experience within a Helpdesk, Service Desk, Facilities Management or Maintenance Coordination environment.
• Experience working with CAFM systems and reactive maintenance workflows.
• Strong customer service and client communication skills.
• Excellent written and verbal communication abilities.
• Experience liaising with engineers, subcontractors and clients.
• Strong organisational skills and the ability to manage multiple priorities.
• High levels of accuracy and attention to detail.
• Good IT skills and confidence working across multiple systems.

Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training, and skills. If we do not have anything suitable, we will not keep your CV for more than 30 days.

As an equal opportunity employer, Bucks and Berks Recruitment is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.