Helpdesk Administrator

4 weeks ago

London, UK, United Kingdom Emcor UK Full time

Location: Canary Wharf, East London

Salary: £30,000 per annum

Working hours: Monday - Friday 08:00 am - 5:00 pm 40 hours per week.

Benefits: 25 Days Holiday + BH, Flex Benefits (EMCOR UK discount scheme), Family-friendly benefits

About EMCOR UK:

At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to "create a better world at work". Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All are supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.

Role Overview:

Receive calls via the helpdesk and support the production of a plan of maintenance activities within a defined area. To undertake the subsequent signing off of the agreed tasks at closure of the tasks and monitor and record feedback for the closed-out tasks, whilst providing and delivering the best value reception service through excellent customer care to match the client's needs.

What you’ll do:

  • Answer and maintain the helpdesk and provide customer support through the timely answering of requests, allocation of reference numbers, and the forwarding of requests to the relevant facilities team.
  • Print off appropriate work dockets as and when required, and pass these on to the appropriate Facilities teams
  • Maintain a computerised maintenance system on behalf of Engineering, raising, closing, and filing electronic work requests as required.
  • Set up the conference rooms including all AV equipment.
  • Book meeting rooms, taxis, car hire, and hospitality as directed.
  • Maintain staff holiday, sickness, and absence on duty within MAXIMO, Protime, and the given spreadsheet and Microsoft suites.
  • Receive all visitors to the CEPR main reception in a professional manner.
  • Ensure the switchboard is answered promptly and that callers are dealt with in a professional, helpful manner.
  • Carry out general reception duties, ensuring that a high standard of customer care is adopted at all times.
  • Receive recorded and special deliveries and log and contact clients before 10.00 am.

Duties:

  • Assist management team as and when required with admin matters
  • Provide all monthly billing reports to the Business Support Team
  • Manage client exhibitions, mobile phone contracts, copiers, and internal accounts
  • Manage emergency phone and Tannoy system
  • To be dressed in the correct uniform at all times
  • Managing helpdesk- logging tasks received via phone call, email, QR code, self-reporting
  • Scheduling PPM visits
  • Monitoring SLAs to ensure maximum achievement rate
  • Raising purchase orders
  • Timesheet submission for on-site team
  • Supporting completion of KPI
  • General facilities administration
  • Supporting Finance Admin with monthly billing
  • Supporting wider FM team with day-to-day activities

Who you’ll be:

  • Must have Help desk experience on your application.
  • A patient and "customer first" manner is essential for this role and being prepared to go the extra mile to complete the task on time, and to a high standard.
  • Prioritisation and planning is a key feature of this role, and the role requires that the individual should be able to manage their time to provide successful outcomes per the department KPIs.
  • A proactive and "can do" attitude is key to the successful, outcome for the department and this role. The successful employee in this role will be recognised for the above skills and traits.
  • Customer-focused, Ability to communicate effectively. Working collaboratively, also having Flexibility Team orientated.
  • Highly proficient in administrative tasks and good time management.

At EMCOR UK, we embrace and celebrate diversity in all its forms.We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem-solving. We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices. Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed.Join us in building a better world at work.

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