Helpdesk Administrator

**Location**: Derby
**Salary**: £16.42 per Hour
**Contract**: Contract
**Type**: Full Time

**Reference**: DE/DS_1683304099
**Posted**: May 5, 2023

**Helpdesk Administrator**
**Derby**
**4-6 Months Temporary to Permanent**
**8.30am - 4.40pm (Must be Flexible)**
**Hybrid working (2 days from home)**
**£16.42ph Umbrella PAYE**

**The Client**
Our Client are a Nationwide Facilities & Property Management Company who provide domestic & building maintenance solutions across the Country. Due to demand, they are looking to recruit an additional reliable and experienced Helpdesk Administrator to work from their offices in Derby.

**The Role**
Based from their busy offices in Derby and reporting to the Office Manager, you will be required to take incoming calls from Clients, Customer Services, Site Supervisors & Engineers. s will be a range of queries such as Customers requiring repair appointments, operatives needing more work, jobs that need rearranging or requiring more time etc. You will be required to log all calls with clear notes on to an in-house computer system and schedule to the relevant Engineers diary depending on their skill set and the region they are based. The Client is also happy to offer Hybrid working.

**Duties**:
Managing faults coming into help desk - Reactive
Planning PPM Planned Preventative Maintenance tasks
Ensuring remedials from PPM Preventative Planned Maintenance are logged and completed
Liaising with engineers and ability to be fair but firm when required
Liaising with subcontractors and taking direct ownership of those directly allocated to you
Ensure they are delivering and responding to our requests
Escalating any poor performance to your line manager, so support can be given
Monitoring generic in-box with various queries and questions
Using in house system COINS to raise plant requests
Managing SLA's for faults, getting faults completed, meeting deadlines and pushing subcontractors
Checking and submitting engineers timesheets
Helping plan workload for the next working day
Help develop of processes and procedures to improve the helpdesk performance
Administration support such as raising and filing of permits for hot works and confined spaces
Allocating and reviewing completion of Engineer 'internal' PPMs - Van Checks, PPE Checks, Steps and Ladders etc
Filing and monitoring tracker updates for HSEQ documentation

**Experience**
Ability to use Microsoft products: word, excel etc and CAFM systems
Ability to work as a team player in a small but busy team
Ability to prioritise workload
Experience of working within a busy call centre
Experience of Scheduling repair works and working with mobile engineers
Must be able to prioritise a very busy workload
Must have excellent communication skills and telephone manner
Must be able to handle a high volume of calls
Must be able to diagnose a repair/priority