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Helpdesk Administrator

3 months ago

Abingdon, United Kingdom myfm - Flexible Management Services Full time

Job Title: Helpdesk & CAFM Administrator, Abingdon, Permanent


Reference: 378


Summary of the Helpdesk & CAFM Administrator role:


Our client is seeking an experienced Helpdesk & CAFM Administrator. In this pivotal role, the Helpdesk & CAFM Administrator will be entrusted with ensuring the seamless functioning of both the helpdesk and CAFM (Planon) systems on-site.


Helpdesk & CAFM Administrator Deliverables / Outcomes (include but are not limited to):

  • Take incoming reactive requests from staff via phone and Planon self-service app.
  • Log faults raised by staff via phone onto Planon.
  • Create work orders based on the faults and reactive requests received.
  • Allocate work (both automatically, via system rules and where necessary manually).
  • Liaise with FM supplier to request updates on work orders when necessary.
  • Meet regularly with the FM supplier to review and improve reactive job management procedures.
  • Monitor helpdesk KPIs (for client and IFM supplier).
  • Liaise with job requestors and suppliers (IFM supplier and potentially others) to ensure that customers are well informed (phone, portal, email).
  • Liaise with the System Administrator to ensure that accurate information is recorded on reactive tasks reported to them.
  • Ensure that sufficient, up-to-date information is provided (to customer and management) relating to the status of all outstanding work, either via interrogation of the CAFM system or verbally, to enable them to answer customer enquiries.
  • To interrogate the system to generate reports and information as required by Infineum management.


In addition, the Helpdesk & CAFM Administrator will act as first-line support for CAFM users. This will include (but not limited to):


  • Training: New joiners; Upskilling staff to use the system efficiently and effectively; Responding to ad hoc ‘how to’ CAFM queries, communicating with the system administrator and Planon support if unable to resolve internally.
  • License & user management: Maintaining user groups & roles; Maintaining user functions.
  • Ad hoc system configuration: Using the testing & acceptance environments to test configurations before moving to production functions; Workflow configuration.
  • Ensuring automated & unique reports from Planon are run & delivered.
  • General office administration.


Skills, Experience & Qualifications Needed:


  • Excellent organisational skills with the ability to organise others.
  • Excellent written communication skills and the ability to communicate effectively with both technical/non-technical staff.
  • Excellent interpersonal and customer service skills.
  • Must be able to set and negotiate priorities with the customer & contractors for themselves, and subsequently program workload to achieve results and meet deadlines.
  • CAFM experience is not essential, but preferred (you will be provided with full Planon training if successful in the role).
  • Experience with Quality Management is advantageous.


Location: Abingdon, on-site


Start date: Immediate


Duration: Permanent (part-time applicants will be considered)


Working Hours: 8am - 5pm, Monday to Friday


Salary: £26,000 - £32,000 per annum (depending on experience)


Application Deadline: Open until filled


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