Helpdesk Administrator

Job Title: Helpdesk Administrator

Purpose of the Role

BGIS is a progressive organisation within the Engineering sector, delivering electrical and mechanical services across commercial properties. The Helpdesk Administrator plays a key role in supporting the Contract Support team, Maintenance Manager, Engineers, and external stakeholders by ensuring timely and accurate processing of documentation and providing exceptional service to clients and internal teams.

Key Responsibilities Helpdesk & Client Support

• Act as the main point of contact for client-facing helpdesk queries.


• Respond positively and professionally to internal and external enquiries.


• Maintain confident communication via phone, email, radio, and face‑to‑face interactions.


• Check and respond to overnight callouts.


• Raise reactive jobs and allocate PPMs using the Concept Evolution system.

Administrative Duties

• Produce reports for BGIS and clients (weekly and monthly statistical data).


• Process task sheets daily and maintain accurate client files.


• Raise work orders, purchase orders, and manage subcontractor call-outs.


• Upload subcontractor service sheets and documentation into Opti‑MIS.


• Maintain subcontractor records and logbook systems.


• Assist with general office duties such as photocopying, filing, and taking meeting minutes.


• Book internal meeting rooms.


• Cover holiday, sickness, and lunch periods for other administrative staff.


• Conduct annual archiving of site files.


• Ensure Work in Progress (WIP) is maintained and updated.


• Log holidays and sickness for engineering teams.


• Ensure all Health & Safety and legislative documentation is received from subcontractors.


• Take ownership of all assigned tasks through to completion.

Collaboration

• Work closely with the Contract Manager and Contract Support team to ensure timely completion of responsibilities.

Accountability

• Reports directly to the onsite Contract Manager.


• No direct budgetary responsibility.

Person Specification Education

• Essential: GCSE-level education including English and Maths.


• Desirable: A‑Levels, HNC/D, or a degree-level qualification.

Skills & Knowledge

• Essential:
  
  
  
  • Strong keyboard and general IT skills (Word, Excel).
  
  
  • Excellent telephone manner and communication skills.
  
  
  • Good interpersonal skills.
  
  
  • Strong numeracy and timekeeping.
  
  
  • Ability to work independently and as part of a team.
  
  


• Desirable:
  
  
  
  • Experience with the Maximo system.
  
  
  • Understanding of engineering terminology and processes.
  
  

Experience

• Essential: Experience working in a busy office environment.


• Desirable: Experience in a Customer Service, Service Desk, or Helpdesk environment.

Attributes

• Aptitudes: Excellent written and verbal communication, detail-focused, methodical.


• Character: Customer-focused, reliable, self-motivated, able to prioritise tasks and work well under pressure.