Facilities Helpdesk Administrator

**Position**: Helpdesk Administrator

**Job Summary**:
The Helpdesk Administrator is responsible for overseeing the operations of the helpdesk ensuring the efficient delivery of support services to clients. Working closely with the Head of Facilities Services, this role involves managing incoming jobs, coordinating service requests, resolving issues, and maintaining a high level of customer satisfaction. The Helpdesk Administrator plays a crucial role in ensuring smooth communication, effective problem solving, and timely resolution of client inquiries and concerns.

**Responsibilities**:
1. Helpdesk Operations:

- Manage the day to day operations of incoming works reactive and planned.
- Ensure that service requests and inquiries are properly logged, tracked, and resolved within defined service level agreements (SLAs).
- Monitor helpdesk performance metrics (e.g., response time, resolution time) and take corrective actions as needed.
- Maintain helpdesk procedures, workflows, and documentation.

2. Customer Support and Issue Resolution:

- Serve as the escalation point for unresolved customer issues.
- Ensure prompt and effective resolution of customer inquiries, problems, and complaints.
- Maintain effective communication with clients to provide updates and ensure customer satisfaction.
- Continuously improve customer support processes and implement strategies to enhance customer experience.

3. Service Level Agreement (SLA) Compliance:

- Monitor and enforce adherence to SLAs for service delivery.
- Collaborate with the Head of Facilities Services to align helpdesk operations with client expectations and contractual obligations.
- Identify potential bottlenecks or gaps in service delivery and implement measures to address them.

4. Collaboration with Head of Facilities Services:

- Work closely with the Head of Facilities Services to coordinate and prioritise service requests.
- Provide regular updates on helpdesk performance, customer feedback, and service trends.
- Collaborate on process improvements and initiatives to enhance overall service delivery.

5. Reporting and Analysis:

- Prepare regular reports on helpdesk performance, including key metrics and trends.
- Conduct data analysis to identify patterns, areas for improvement, and opportunities for efficiency gains.
- Present findings and recommendations to board of directors.

**Salary**: £24,000.00-£28,000.00 per year

**Benefits**:

- Company pension
- On-site parking
- Work from home

Schedule:

- Monday to Friday

**Experience**:

- Helpdesk Administrator: 3 years (required)
- Customer service: 3 years (required)

Ability to Commute:

- Bromsgrove (required)

Work Location: In person