Helpdesk Admin

Help Desk & IT Support (Information & Communication Technology)

In this role, you will provide first line helpdesk support to and provide the first point of contact for a variety of facilities management requirements and administration. With strong administrative skills and customer focus, you will provide a friendly and proactive service to customers and conduct an efficient handling of incoming queries and provide users solution or advice.

Job Responsibilities

• Provide a friendly and professional point of contact for customers for any queries or concerns.

• Handle incoming staff queries or requests via call, email, or internal chat space and manage outgoing calls as required.

• Liaise with wider team members to ensure the best resolution, consistent with the contract.

• Completing administration tasks that relate to the contact, including assigning contract colleagues and sub-contractors to service requirement tasks, payroll, general admin etc.

• Liaise with relevant Contract staff in relation to all aspects of service desk requirements and that required information is returned in a timely manner. Respond to queries, amend data and re-issue tasks as required.

• Work closely with Facilities Managers to develop and enhance the quality of service and reporting processes.

• Carry out monitoring of CMMS data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI's and SLA's

• Update client’s internal communication platform by broadcasting general announcement as assigned by client and OCS’s safety announcements. Collate user feedback survey on timely basis for Facilities Manager’s analysis and reporting

Your application will include the following questions:

Do you have customer service experience?

Which of the following languages are you fluent in?

How much notice are you required to give your current employer?

Which of the following Microsoft Office products are you experienced with?

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