Helpdesk Administrator

**Job Title**: Helpdesk Administrator

**Location**: Rutherglen, Glasgow

**Contract**: Full-time, permanent

**Job Purpose**:
To provide efficient administrative and operational support to ensure the smooth running of the facilities contracts within the MTS FM Operation.

**Aims and Objectives**:
Focus on team behaviors to achieve significant results and support Dalkia in maintaining its industry-leading position and reputation with customers.

**Key Responsibilities and Accountabilities**:

- Perform day-to-day administration related to the Help Desk Facility as directed by the Helpdesk Supervisor.
- Take pre-authorised actions to resolve issues and ensure smooth operations.
- Assist in compiling various reports and communicate daily with engineers and service providers.
- Ensure accurate completion and updating of worksheets, both electronically and manually.
- Log and categorize incoming calls according to Help Desk Operating Procedures.
- Support office duties while understanding and meeting contractual obligations.
- Log, schedule, and program all Pre-Planned Maintenance (PPM) tasks for facilities contracts.
- Issue, receive, and input maintenance information into systems like Concept Evolution or other CAFM software.
- Act as a single point of contact for customers, technical staff, support staff, and management via the Help Desk.
- Proactively follow up on work orders and update information in databases.
- Manage purchase orders and assign subcontractor workloads.
- Efficiently process service provider and supplier invoices, addressing any queries as needed.
- Provide typing and administration support, as required.
- Offer telephone support using the 8x8 software system.
- Prepare and draft documentation, such as quotations and contractor reports.
- Operate computer-based records management systems, like Concept Evolution.
- Serve as a central information source, handling customer queries professionally.

**Health & Safety**:
All employees are required to take reasonable care for their own and others’ health and safety, following guidance and instructions as per the Health & Safety Policy.

**Working Relationships**:
**Internal**: Interface with the Team Leader and colleagues.

**External**: Interface with the Client Representative, Service Providers, and Material Suppliers.

**Person Specification**:
**Qualifications, Experience, Knowledge, and Skills**

**Essential**:

- GCSE (or equivalent) in Maths and English.
- Typing speed of at least 50 wpm.
- Experience in Facilities Management administration.
- Proficient in CAFM systems and Office 365, particularly Excel.

**Desirable**:

- NVQ Level 1-2 (Administration 4396) or equivalent.
- ‘A’ Level passes or equivalent.
- Experience with computerised PPM systems.
- Supervisory experience (for future development).

If you’re interested in contributing to an organisation committed to delivering technical solutions for a Net Zero UK, we’d love to hear from you

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

**Benefits**:

- Company pension
- On-site parking

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: In person