Helpdesk Administrator

Main Duties & Responsibilities

• Receive and process customer requests in a timely manner, monitoring all requests to completion of work, in accordance with the service level specification. This is both via phone and emails.
• Ensure that the relevant information is accurately logged into the Computer Aided Facilities Management (CAFM) system in accordance with Performance Management System (PMS), to enable the effective transfer of information to the appropriate department for action. Provide the caller / department with a task number.
• Regularly review logged calls on the databases, to monitor progress, identify priority tasks and ensure timely completion.
• Ensure information on completed and partially completed tasks is entered into the databases, maintaining accurately the current status of all tasks.
• Responsible for passing on instructions to facilities staff, recording such action in response to calls, requests etc., enabling staff to meet the performance targets of the contract.
• Support the co‑ordinated response to emergencies in a timely and professional manner.
• Assist with the training of new team members.
• Maintain Confidentiality – the Company and the Trust requires its staff to maintain confidentiality and any disclosure of confidential information outside the proper and recognised course of duty will be treated as a serious disciplinary offence. You are particularly required to note that all information about patients is always to be classified as confidential.
• Fulfil Health & Safety responsibilities by adherence to the requirements of the Company's Health & Safety Policy and Health & Safety Management Plans.
• Comply with the Company's Policies, Management Plans and Procedures.
• Undertake such other duties appropriate to the level and character of work as may reasonably be required within the Department / Service. Significant permanent changes in duties will require agreed revisions to be made to this Job Description.

• Understanding of and ability to deliver good customer service.
• Good written and verbal communication skills.
• High degree of attention to detail.
• Ability to work under pressure and manage conflicting priorities.
• Ability and willingness to work as part of a team.
• Previous experience in a customer service/call centre role.
• Previous experience of using a CAFM system (in this case Maximo).