Helpdesk Administrator

**Location**: Guildford
**Salary**: £27K per Year
**Contract**: Permanent
**Type**: Full Time

**Reference**: HF-HD_1701442308
**Posted**: December 1, 2023

**Helpdesk Administrator**
**Based in Guildford**
**Paying £27,000**
**Perm role**

Monday to Friday - 40hrs a week

The purpose of this role is to be responsible for providing exceptional customer service and business support in order to contribute to the continued growth and success of the business.

**Key Responsibiliies**:

- Manage CAFM system as key user on site including PPM records, reactives and reporting.
- Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.
- Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s).
- Liaise with Engineers and Ops Managers daily/weekly to ensure quality of service is maintained.
- Where required, review Subcontractor performance and feedback through appropriate systems with assistance from Contract Support.
- Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations

**People & Development**
- Promote and maintain culture.
- Collate and process timesheets and expenses weekly in absence of Contract Support.
- Communicate effectively and build/maintain relationships at all levels with internal and external customers.
- Attend and participate in any relevant training courses.

**Contract**
- Alongside Contract Support assist with the monthly customer report.
- Provide comprehensive reports relating to all jobs raised through the CAFM system.
- Analysis and comprehension of reports relating to CAFM system.
- Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.
- Logging hazards & customer feedback on the QHSE Management Portal
- Perform any other duties or responsibilities as requested by the CM or Management Team.

**Finance**
- Understand procedures and processes and operate them to the required standard.

Examples of these are:

- Obtaining supplier quotes and uploading onto the internal system for client approval.
- Arranging agency cover & submitting hours on portal.
- Updating the Performance Portal as and when required.

**Person Specification**:

- Organised - Works in a structured way. Thinks ahead to prioritise workload
- Logical - Works in a clear and consistent manner
- Attention to detail - Thorough in carrying out a task, with a high degree of accuracy
- Assertiveness - Confident, effective in putting across point of view to others
- Persistence - Follows through to resolution
- Customer and team focus - Puts customer and team needs first; always considers impact of their actions