Helpdesk Administrator

Musk Process Services is part of the Edwin James Group, a leading independently owned property and infrastructure support services company delivering integrated building and facilities management services. Our team of over 1000 people works for and with a diverse Blue Chip client base across diverse sectors including Manufacturing, Food, Government and private programs. Our goal is to be known as a straightforward, no-nonsense operation that is easy to understand, and easy to work with.

We currently have an opportunity to join us as a **Helpdesk Administrator **to based onsite in Burton Latimer. You will be required to work Monday - Friday 8am - 4.30pm

**Key Responsibilities**
- Answering helpdesk phone and providing information and updates to team and the client.
- Logging, processing and closing of jobs on Mainsaver and Vixen in a timely manner.
- Ensure that the Helpdesk acts as the one source of information for work completion and delivery and we can provide accurate reports on performance to the customer.
- Running of reports daily/weekly/monthly on current performance of closing planned and reactive works.
- Ensure that the team proactively monitor and chase work orders progressions to completion within the required SLA
- Respond to Client queries and provide timely updates on job progressions
- Generation of purchase orders for materials and subcontractor requirements and in a timely manner to meet set SLA’s
- Working with the Operational Managers to affectively plan, schedule and assign Planned Preventative Maintenance (PPM) and reactive work orders to engineers and subcontractors.
- Receiving and saving service reports from the subcontractors and saving in a shared location.
- Escalate potential SLA failures in advance to optimise opportunity to avoid failure
- Any other reasonable administrative activities that allow the successful management of the account

**Skills & Experience**

We value everyone’s skills and experiences but for this role are looking for people who can demonstrate:

- Previous experience of working on a helpdesk or similar fast paced environment
- Experience of working to SLAs & KPIs
- Excellent Customer Service Skills
- Good attention to detail including a high level of accuracy
- Experience with Microsoft packages
- Experience of working with a CMMS system to log and process work requests would be advantageous.
- Ability to prioritise effectively

**What we offer**
- A competitive salary and benefits package appropriate to this position
- An opportunity to work within a strong team
- Career development within a successful and growing business

If this is your dream role, then we’d love to hear from you

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

**Job Types**: Full-time, Permanent

**Salary**: Up to £26,000.00 per year

Work Location: In person