Helpdesk Contract Administrator

1 week ago

Motherwell, United Kingdom PREAH Building Services Limited Full time

Job Advert

**FM Helpdesk Administrator**

**Role & Responsibilities**

**Customer Engagement & Support**
- Engage with clients to understand their facilities management needs and allocate appropriate resources.
- Provide updates to clients regarding the status of their requests and planned works.
- Ensure service level agreements (SLAs) are adhered to and escalate issues where necessary.

**Job Management & Scheduling**
- Schedule reactive and planned maintenance jobs using JobLogic.
- Coordinate with engineers and subcontractors to ensure timely attendance and job completion.
- Update job records in JobLogic with real-time information on progress and completion.
- Monitor outstanding jobs and proactively communicate with stakeholders.

**CRM & Administrative Duties**
- Maintain accurate client and job information in JobLogic.
- Generate reports from JobLogic on job status, SLA compliance, and customer satisfaction.
- Assist with the administration of compliance documentation and service reports.
- Identify system improvements and assist with CRM system enhancements.

**Team Collaboration**
- Work closely with operational teams to ensure service delivery excellence.
- Participate in team meetings and share best practices for customer management.
- Support colleagues during busy periods to maintain service continuity.
- Provide mentorship to new team members on the use of JobLogic and helpdesk processes.

**Qualifications & Skills**
- Experience working on a busy facilities management helpdesk.
- Proficiency with CRM systems, preferably JobLogic.
- Excellent communication and customer service skills.
- Strong organizational and problem-solving abilities.
- Ability to multitask and prioritize in a high-pressure environment.
- Proficient in Microsoft Office Suite (Teams, Word, Excel, Outlook).
- Flexible and adaptable to meet changing operational needs.
- Team player with a proactive attitude towards continuous improvement.

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