Helpdesk Administrator

**JA1124 - Help-desk Administrator**
**Location - Rutherglen**
**Salary -£Competitive
Type - Permanent 37.5 hours/week Monday - Friday**
**Overview**:
We are currently recruiting for a Help-desk Administrator for our client who are a leading Facilities Management Company. The Help-desk Administrator will provide efficient administrative and operational support to ensure the smooth running of the Facilitiescontracts within MTS. Reporting to the Help-desk Supervisor and working as part of a strong team.
**Key Responsibilities**:

- Provide a single point of contact for customers, technical staff, support staff and management, receiving calls on the Help Desk
- Issue and follow-up of work orders and updating information onto database.
- Provide typing and administration support as required.
- Provide telephone support and answer calls.
- Research, prepare and supply information.
- Draft and prepare documents.
- Develop, implement and maintain procedures.
- Operate a computer based records management system e.g. Concept 500 SQL.
- Be confident in learning new systems which will be introduced e.g. Evolution and CPA
- Provide technical and statistical information for the department.
- Log all calls received and prioritise in a predetermined category as defined within the Help Desk Operating Procedures
- Enter and maintain all information on a database (e.g. log the call, allocate details through to completion, including action taken and hours expended)
- Issue, receive and enter maintenance information into concept 500 SQL or similar computerised PPM package.
- Undertake day to day administration in association with the Help Desk Facility and as directed by the Customer Support Supervisor.
- Assist in undertaking office duties, having a clear understanding of our contractual obligations to ensure these are fulfilled.
- Act as a central source of information dealing directly with customer queries in a professional and courteous manner.
- Undertake and follow-up actions needed to resolve situational circumstances for which you have been pre-authorised to undertake.
- Assist in the compilation of various reports, communicating with engineers and service providers daily.
- Assist in the accurate completion of worksheets and information to be electronically and manually updated.
- Manage the checking, processing and querying (if necessary) of all service provider and supplier invoices related to your contracts quickly and efficiently.

**Skills and Experience**:
**Essential**:

- GCSE (or ‘O’ Level equivalent) passes in Maths and English or recognised equivalent;
- A typing speed of at least 50 words per minute (wpm);
- Experience in a similar role with a background in Facilities Management administration; and
- Competent knowledge of CAFM and associated systems

**Desirable**:

- NVQ Level 1-2 (Administration 4396) or recognised equivalent;
- ‘A’ Level passes or recognised equivalent;
- Experience with computerised Planned Preventative Maintenance (PPM) systems and procedures; or
- Supervisory experience for possible future development

**Personal Qualities**:

- Teamwork - actively contributes to the team and strives to improve teams’ effectiveness through personal commitment. Feels confident in putting forward new ideas for improvement.
- Planning, Organising & Executing - able to understand the priorities, plan and organise the work and manage own time to deliver within the expected timescales.
- Communication - communicates clearly and concisely, impressing others and ensuring understanding of all relevant information in all circumstances.
- Risk Management - is aware on the impact on risk to the business and applies the necessary controls.
- Adaptability - is responsive and open to changing circumstance.
- Drive for Excellence - aims to deliver a high standard of work.
- Self-Motivation and Development
- is confident in own ability and is motivated to deliver, using opportunities to further develop.
- Customer Awareness - responsive to the needs of the customer and aims to deliver customer satisfaction.