Helpdesk Administrator

Join Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services, in seeking a skilled Helpdesk Coordinator to support a well-established Facilities Management company.

We are looking for a highly organized and detail-oriented individual to play a key role in the operation, financial performance, and reporting of the PPM contract. As a Helpdesk Coordinator, you will be responsible for managing service requests, achieving key performance indicators, and providing excellent customer service to internal and external stakeholders.

• Manage service requests from customers using CAFM systems and service channels, taking responsibility and managing the request end-to-end.
• Achieve key performance indicators and service level agreement targets for each service request, setting expectations with customers.
• Categorize and resource labor according to geographical needs and areas.
• Provide weekly reports on tasks logged, completed, and outstanding.
• Monitor and support daily reviews of Out of Hours Calls, taking action as required, including raising sub-contractor call-outs and issuing purchase orders.
• Undertake daily jeopardy reviews of potential KPI failures, identifying tasks and implementing mitigations and variations.
• Support the provision of monthly contract applications, including providing job packs to clients for open book reporting.
• Assist in maintaining WIP levels on contracts by ensuring timely completion of jobs.
• Provide exemplary customer service to all stakeholders, actively responding to queries, selecting the best solution, and following up to ensure resolution.

• Excellent verbal and written communication skills, with a proven experience of managing complex relationships.
• Good understanding and experience of CAFM and finance management systems.
• Able to work on own initiative within a team environment.
• Attention to detail.
• Integrity and professionalism.
• Able to demonstrate working knowledge of Word, Excel, PowerPoint, and Outlook.