Helpdesk Administrator
Job in
London, Greater London, W1B, England, UK
Listed on 2026-07-03
Listing for:
Infinitive Resources
Full Time
position Listed on 2026-07-03
Job specializations:
-
Customer Service/HelpDesk
HelpDesk/Support, Customer Service Rep, Technical Support, Bilingual
Job Description & How to Apply Below
Employment Type
– Temp to perm
Hours – 40 hours per week Hybrid
Salary - £30,000 per annum
The Helpdesk Administrator works alongside M&E Helpdesk and Helpdesk Coordinator to form part of the team responsible for the receiving, allocating and the progression of reactive emergency maintenance faults.
Responsibilities
* Cover the helpdesk in the absence of Helpdesk Operative
* Vetting service requests received via CAFM system.
* Analysis of job history/running reports to avoid duplication.
* Ordering parts required for the job.
* Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand.
* Plan/Coordinate work for current and next day.
* Escalate any complaints or issues as required.
* Ensuing Reactive Work to Additional Work process is followed.
* Manage the completion process, reviews, audit fails and ensure all closures are sent to the client via the CAFM system.
* Collate and Submit SLA extension requests to the client.
* Adhere to all SLAs/KPIs set against your role and including call answering times, quality assurance, email response times if covering the Helpdesk.
* Utilising CAFM system - Obtain and Provide mitigation for breached Faults for previous 24 hours (ready for period end)
* Ensure compliance with statutory and company procedures across all functions.
* High attention to detail on all work submitted.
* Contribute to reducing levels of customer complaints.
* Undertake other duties as directed by management
Skills & Experience
* Exceptional organisational skills.
* Ability to handle conflicting workloads and to work under pressure.
* Strong communication skills in both telephone and correspondence/report handling
* An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always.
* Ability to develop effective relations with key stakeholders including management and customers.
* Ability to set and achieve targets via effective engagement with stakeholder groups.
* Experience in using CAFM system or asset management system.
* Rounded educational background and strong knowledge of Microsoft 365 systems
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