Helpdesk Administrator

Role summary

The Helpdesk Administrator will work as part of the M&E Helpdesk team and the Helpdesk Coordinator to manage the intake, assignment, and progression of reactive emergency maintenance issues. The position is based at 14 Pier Walk, North Greenwich, SE10 0ES.

Working pattern

This is a Monday to Friday role, 08:00 to 17:00, with a total of 40 hours each week.

Pay

Salary is competitive.

Core duties

• Provide cover for the helpdesk when the Helpdesk Operative is unavailable.
• Review and validate service requests raised through the CAFM platform.
• Check job records and run reports to prevent duplicate work orders.
• Arrange the purchase of parts needed to complete jobs.
• Set priorities for urgent tasks and schedule engineers to respond to immediate demand.
• Organise work for both the current day and the following day.
• Raise complaints or problems to the appropriate parties when needed.
• Ensure the reactive-to-additional work process is followed correctly.
• Oversee job completion, review audit failures, and make sure all closures are issued to the client through the CAFM system.
• Prepare and submit requests to extend SLAs to the client.
• Work in line with all agreed SLAs and KPIs, including call-answering standards, quality checks, and email response expectations when covering the helpdesk.
• Use the CAFM system to identify faults breached in the previous 24 hours and provide mitigation ahead of period-end reporting.
• Follow statutory and internal procedures across all work activities.
• Take appropriate care for personal and others’ health and safety, and cooperate with the employer to support statutory duties.
• Maintain a very high level of accuracy in all submitted work.
• Help reduce customer complaint levels.
• Carry out additional tasks as assigned by management.

Skills and experience needed

• Strong organisational ability.
• Confidence managing competing priorities and working under pressure.
• Clear communication skills for telephone calls, correspondence, and report handling.
• Professional telephone manner and the ability to deal effectively with people at all levels while delivering consistently strong customer service.
• Ability to build effective working relationships with management, customers, and other stakeholders.
• Capability to set goals and achieve them by engaging stakeholder groups effectively.

Desirable background

• Prior experience in a customer service or frontline support position is preferred.
• Experience with a CAFM or asset management system would be an advantage.
• A well-rounded educational background and a strong working knowledge of Microsoft 365 are desirable.

Benefits

• 24/7 GP access for you and your immediate family through a UK-based doctor service from home.
• Mental health support and counselling for life events.
• Get Fit Programme.
• Financial and legal support services.
• Cycle to work scheme.
• Access to an employee perks app offering discounts, gift cards, cashback, and exclusive offers.
• Access to resources and tools covering family, life, health, money, and work topics.
• Online chat and telephone support for urgent crisis situations.

About the employer

ABM is a major global provider of integrated facility, engineering, and infrastructure solutions. Its workforce of more than 100,000 people delivers services that help create cleaner, safer, and more efficient spaces. The organisation supports sectors such as commercial real estate, aviation, mission critical, and manufacturing and distribution, and is focused on smarter, more connected environments and sustainable solutions.

Equality and inclusion

ABM states that it is committed to fair employment practices and inclusion, regardless of age, disability, gender reassignment, sex, marriage and civil partnership, pregnancy and maternity, race, religion, or belief. The company also notes its membership in the Armed Forces Covenant Employer Recognition Scheme.