Helpdesk Administrator

3 weeks ago

Wickford, Essex, United Kingdom CBW Staffing Solutions Full time
Helpdesk Administrator Job Description

We are seeking an experienced Helpdesk Administrator to join our team at CBW Staffing Solutions. As a Helpdesk Administrator, you will be responsible for providing exceptional customer service and administrative support to our clients.

Key Responsibilities:
  • Answer Help Desk calls and input information into client and system databases
  • Raise reactive call outs, PPM visits, and quoted works
  • Monitor shared mailboxes and action emails as necessary
  • Close all jobs accurately across systems, meeting SLA requirements
  • Assist staff with queries and provide administrative support as needed
  • Raise reports to drive efficacy and performance
  • Produce ad hoc reports for customers
  • Assist with producing necessary documentation for audits
  • Ensure client portals are updated promptly with updates
  • Obtain stationery as required
  • Support permit and submission requirements
  • Manage multiple engineers' schedules - reactive, PPM, and quoted
  • Order materials and plant hire, raising purchase orders
  • Liaise and chase subcontractors/suppliers for schedule dates, organizing with customers
  • General administrative housekeeping - ensuring worksheets and invoices are uploaded to customer portals and internal systems
  • Invoice reactive and quoted tasks upon completion
  • Ensure a full handover when going on annual leave
  • Review hire lists and ensure off-hired items are taken promptly
  • Post letters and parcels
  • Manage materials orders from order to delivery
  • Invoice reactive and quoted tasks upon completion
  • Administer timesheets and ensure accuracy of work completed
  • Maintain timesheets across two systems, ensuring MB numbers and hours match
  • Produce accurate and timely invoices, ensuring costs incurred are accurately recovered
  • Participate in team meetings with clients, actioning feedback from these alongside the Manager
  • Ensure tasks are attended within SLAs, communicating with the client if not
  • Generate monthly reporting for the customer
Requirements:
  • At least 3 years' experience in the maintenance industry
  • Confidence in dealing with customer issues
  • Knowledge of scheduling engineers' daily routes
  • Knowledge of Prism/Service Channel (not essential but useful)
  • Knowledge of scheduling systems
  • Able to invoice
  • Knowledge of raising purchase orders
  • Good communication skills, dealing with engineers and clients

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