Helpdesk Administrator

Helpdesk Administrator
Department:
Helpdesk

Reports to:

Helpdesk Supervisor

Location:

Head Office, Bolton

Hours:

Full-time (40 hours per week)
Role Purpose
The Helpdesk Administrator plays a key role in supporting the day-to-day delivery of FM and construction projects by providing administrative, helpdesk, and estimating support. The role is responsible for managing client enquiries, coordinating work orders, producing accurate quotations, and ensuring all jobs are effectively tracked from initial request through to completion.
Working within a fast-paced environment, the successful candidate will utilise CAFM systems, ideally Big Change, to schedule works, manage engineers, monitor job progress, and maintain accurate records while delivering a high standard of customer service.

Key Responsibilities
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Manage incoming client requests via telephone, email, and the helpdesk portal.
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Log, prioritise, and allocate reactive maintenance jobs using the Big Change CAFM system.
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Prepare quotations and estimates for maintenance and construction works based on client requirements and site information.
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Liaise with clients, contractors, suppliers, and internal teams to obtain pricing and project information.
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Monitor the progress of jobs, ensuring service level agreements (SLAs) and client deadlines are achieved.
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Schedule engineers and subcontractors efficiently while optimising resource allocation.
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Raise purchase orders and maintain accurate job costing information.
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Produce work orders, reports, and supporting documentation.
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Maintain accurate records of completed works, quotations, invoices, and client communications.
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Support project managers and operational teams with administrative duties.
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Resolve customer enquiries professionally and provide regular progress updates.
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Ensure compliance with company procedures, health and safety requirements, and quality standards.
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Book accommodation for field engineers.
Person Specification
Essential Skills & Experience
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Previous experience in a Helpdesk, Service Desk, Estimating, or Administration role.
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Experience using CAFM or job management software.
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Strong organisational skills with the ability to manage multiple priorities.
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Excellent written and verbal communication skills.
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High level of accuracy and attention to detail.
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Strong IT skills, including Microsoft Office (Excel, Outlook, Word).
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Excellent customer service and relationship management skills.
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Ability to work independently and collaboratively within a team.

Desirable Experience
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Experience using Big Change CAFM/job management software.
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Previous experience within the construction, facilities management, maintenance, or property services sectors.
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Knowledge of reactive and planned maintenance processes.
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Experience preparing quotations or cost estimates.
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Understanding of purchase orders, invoicing, and job costing.
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Familiarity with subcontractor management and supplier coordination.
Key Performance Indicators (KPIs)
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Helpdesk response and resolution times.
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Accuracy and turnaround time of quotations.
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SLA compliance.
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Job completion and scheduling efficiency.
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Customer satisfaction.
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Accuracy of job records and administration.
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Effective cost control and estimating accuracy.
Qualifications
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GCSEs (or equivalent), including English and Mathematics.
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Business Administration qualification (desirable).
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Construction or Facilities Management qualification (advantageous but not essential).
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Big Change or CAFM system training (desirable)