Helpdesk Administrator

Facilities Helpdesk Administrator

Location – Manchester, M3 2LF

Hours – Monday to Friday, 8am to 5pm

Some benefits include:

• Employee discounts via Perkbox
• Free access to onsite gym
• Cycle to work scheme
• Access to a virtual GP and health & wellbeing app
• Plenty of training and development opportunities

The purpose of this role is to provide Helpdesk Administration Support, throughout the Nationwide company, for our Engineers, Contract Managers and the Clients. You will be responsible for first point of contact of all phone queries that we receive from our landline and Support Centre Inbox. You will be the main user of the busy Support Centre Inbox and organise accordingly to ensure emails are distributed to the relevant persons.

You will be communicating daily with engineers and deploy them to reactive and planned jobs. You will also be communicating with clientele and enable them to maintain business continuity. You will be dealing with callouts that come through for all contracts across the company and make decisions in a timely fashion to ensure there is minimal disruption to businesses.

Other responsibilities include, using and updating CAFM systems daily to ensure clients are kept up to date, liaising with suppliers and subcontractors, raising jobs/ purchase orders, and planning/ booking in attendances.

Our ideal Facilities Helpdesk Administrator will need to have:

• Good communication skills and numerology skills.
• Good organisation skills when dealing with a busy inbox and high influx of jobs.
• Ability to make quick thinking decisions and to handle multiple tasks in a fast-paced environment.
• Good time management skills and an understanding of SLA requirements to ensure priority jobs are dealt with urgently.
• Computer literate with knowledge of Word/Excel and other Microsoft packages.
• Client Facing skills including good customer service over the phone and via email.
• Facilities Management knowledge or experience in a similar environment.
• Good attention to detail.
• Experience in raising purchase orders.
• Understanding of Health & Safety Legislation and compliance requirements.
• Ambitious with good work ethic and is open to learning new skills.
• Some knowledge or experience of working with CAFM systems.
• Experience in coordinating specialist sub-contractor and engineering visits.

Additional Requirements:

• Support Engineers and Contract Managers in day-to-day requirements.
• Raising of purchase orders for material goods and subcontractor works.
• To liaise with the client team on a regular basis to ensure a proactive support of their requirements.
• To liaise with the rest of the Helpdesk Team and support where required.
• To monitor the progress of reactive callouts ensuring compliance and any follow up works are picked up and delegated to correct department.
• To assist in managing any sub-contractor visits.
• Convey and display the Company core values of respect, trust, communication, care and commitment.
• Understand job sheets and where remedial works would be required then close open jobs accordingly.
• To continually monitor and develop the local administration processes and procedures.

We’ll provide you with full training once you start and make sure that you have everything you need to do a great job. You will have administrative experience gained in a busy, everchanging environment.

Apleona Technical Solutions Ltd, are part of the Apleona Group. We are an equal opportunities employer who deliver facilities management services to clients all over the UK and with vacancies in your area this is a great time to join our teams.