Help Desk Admin

Key Responsibilities

• Helpdesk administration: Monitor the helpdesk email inbox throughout the day, making sure every message is read, actioned and responded to promptly.
• Job coordination: Raise new jobs on our in-house CAFM (Computer-Aided Facility Management) system, recording the correct site, fault details and priority so jobs can be allocated to engineers without delay.
• Call handling: Answer incoming calls from clients, deal with general queries, and log emergency jobs quickly and accurately so they can be attended as a priority.
• Client communication: Send quotes to clients via their portals and respond to general queries by email in a clear, professional manner.
• Client portals: Update and maintain client web portals, making sure job statuses and information are accurate and up to date.
• Timesheets: Process engineer timesheets accurately and efficiently, checking for any errors or missing information.

Skills and Experience

• Previous experience in a helpdesk or administrative role is preferred.
• Strong organisational skills and the ability to prioritise tasks effectively, especially when several urgent requests arrive at once.
• Excellent written and verbal communication skills, with a confident and friendly telephone manner.
• Experience of CAFM systems is desirable, and full training on our in-house system will be provided.
• Confident using Microsoft Office, including Outlook, Excel and Word.
• Good attention to detail and a high level of accuracy when entering data.
• A customer-focused approach, with a commitment to delivering a high-quality service.