Role Overview
The Helpdesk Administrator will play a key role in the efficient delivery of building services by providing administrative support and coordination through a CAFM system. Working closely with engineers, suppliers, and managers, this position is critical in ensuring service level agreements are met and customer service standards are upheld.
Key Responsibilities
- Logging tasks on the CAFM system ‘Concept Evolution’ as received via phone, email, in person, or directly through the system
- Planning and scheduling tasks for Direct Labour to ensure compliance with SLAs
- Liaising with mobile engineers, supply chain, and facilities management for updates on job progress
- Organising plant hire requirements for direct labour engineers
- Preparing and generating weekly reports for the Helpdesk Supervisor and Business Support Manager
- Monitoring and driving compliance with attendance SLAs and escalating performance issues when necessary
- Promoting a strong customer service culture with internal and external stakeholders
- Assisting the Facilities Services Manager and Business Support Manager in all aspects of contract and supplier management and procurement
Skills & Experience
- Previous experience in a helpdesk or administrative role within a facilities or maintenance environment
- Proficient in using CAFM systems, ideally ‘Concept Evolution’
- Strong organisational and time-management skills
- Excellent communication and customer service abilities
- Confident in liaising with various stakeholders including engineers and suppliers
- Able to prioritise workload and manage multiple tasks in a fast-paced setting
Offering
- Full-time permanent position based in Lanarkshire
- Monday to Friday, 37.5 hours per week, flexible between hours of 8am and 5pm.
- 28 days Annual Leave, 9 public holidays.
- Competitive salary based on experience
- Company Pension
- On-site parking and excellent transport links
- Career development opportunities within a growing organisation
