Helpdesk Administrator

Helpdesk Administrator

Location: London Victoria
Contract Type: Initial 4-month contract with a view to permanent

Summary
We are seeking a proactive and organised Helpdesk Administrator to act as the first point of contact for estates maintenance enquiries. The successful candidate will manage incoming calls and emails, log and track support tickets using a CAFM system (ideally Maximo/MAS), and coordinate work orders efficiently. This role requires excellent customer service skills to communicate professionally and politely with customers, clients, field technicians, and internal departments, ensuring timely and appropriate problem resolution. The Helpdesk Administrator will escalate complaints to the relevant supervisors and managers as necessary and support the administration team with various tasks such as checking and amending labour times and materials on work orders, processing site access requests, and updating absence planners. Working closely with schedulers and dispatchers, the role ensures accurate engineer availability within the system. This is a busy, fast-paced environment requiring strong multitasking and prioritisation skills.

Key Responsibilities
Serve as the primary contact for estates maintenance enquiries via telephone, email, and CAFM system
Log, track, and manage support tickets and work orders accurately
Coordinate communication between customers, field technicians, and internal teams
Escalate complaints to Technical Supervisors, Estates Maintenance Manager, and Engineers as appropriate
Check and amend labour times, materials, and other details on work orders
Process site access requests and provide risk assessments and method statements
Update absence planners and manage PDA/Maximo diverts for holidays and sickness
Collaborate with schedulers and dispatchers to maintain accurate engineer availability
Provide general administrative support to the estates maintenance and administration teams

Skills
Proficient in Microsoft Office Suite (Word, Excel, Outlook, SharePoint)
Experience with CAFM systems, ideally Maximo or MAS
Excellent written and verbal communication skills
Strong customer service orientation
Exceptional organisational and multitasking abilities
Ability to work efficiently under pressure in a busy environment
Strong problem-solving skills with the ability to diagnose and redirect issues appropriately
Attention to detail and accuracy in data entry and record keeping
Ability to prioritise workload and manage multiple tasks simultaneously
Professional and polite telephone manner

Software/Tools
CAFM systems (Maximo/MAS preferred)
Microsoft Office Suite (Word, Excel, Outlook, SharePoint)

Please send CVs to [email removed]