Helpdesk Administrator

Helpdesk Assistant

Based in Belfast, my client is a leading organisation, currently seeking an experienced Helpdesk Assistant to join their team.

This is a full time, permanent position.

Hours: Monday to Thursday 8am-5pm and Friday 8am – 3am

Salary: Negotiable dependant on experience.

The role:

You will be the first point of contact for a variety of facilities management requirements and administration.

You will be responsible for providing helpdesk support, working as part of the helpdesk team, as well as working on your own initiative.

Key responsibilities and duties of this role:

Helpdesk Support

• Logging incoming helpdesk calls using the helpdesk software; ensuring that all the required information is included
• Update our clients CAFM systems on completion of PPMs with all relevant paperwork
• Coordinate with the technicians and subcontractors on the requirements of each job to respond quickly and efficiently
• Allocate work orders to maintenance teams and/or subcontractors as required
• Liaise with clients on job progress and close out
• Identify and escalate situations requiring urgent attention to the Contracts Managers / Head of FM
• Liaise with operational staff on the contracts to provide a first-class service to the clients
• Provide updates to Contract Managers regarding their client site / work requests
• Work closely with Contract Managers to develop and enhance the quality of service and reporting processes
• Carry out monitoring of HD system data to ensure that helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPIs and SLAs

General Administration

• Maintain a high level of quality in relation to all administrative duties on the contracts
• Maintain our database of records pertaining to all aspects of maintenance
• Compiling and producing reports as necessary
• Preparing reports for completed works including costs and back-up information
• Management of finance administration duties, including raising purchase orders, goods receiving, matching, and checking invoices
• Ad hoc duties as requested

Skills:

• A friendly and professional attitude with a strong interest in customer service
• Willingness to learn how to handle customer queries via phone and email
• Basic computer skills, with familiarity in using Microsoft Office applications (e.g., Word, Excel, Outlook)
• Good communication skills, both verbal and written
• Ability to follow instructions and work as part of a team
• A positive attitude and a strong desire to help others
• Good punctuality and reliability
• Willingness to be flexible and assist with a variety of tasks when needed
• A strong interest in understanding and meeting customer needs

• English Language (C or above) – for clear written and verbal communication
• Mathematics (C or above) – for general accuracy and problem-solving
• ICT / Computer Science – helpful for using helpdesk systems and understanding basic technical issues

What you’ll get in return:

You will receive first class support, which reflects our commitment to our greatest asset – our workforce – along with a culture of continual development, training and excellence.

You will be offered a competitive starting salary, private healthcare, death in service insurance, and enhanced company sick pay aligning to service length.