Job Description
We are seeking a proactive and highly organised Helpdesk Administrator to join our team in Basingstoke. The successful candidate will play a key role in coordinating service requests, supporting engineers and contractors, and ensuring the smooth operation of our CAFM system and service delivery processes.
Key ResponsibilitiesCustomer & Communication
Communicate effectively with internal and external customers to capture, record, and distribute service calls through the CAFM system.
Provide phone cover and inbox monitoring as required by the Team Leader.
Deliver a professional, efficient, and effective service experience at all times.
Work Order Management
Raise new work orders for Contract Managers and reactive work orders for engineers.
Review all incoming work orders to ensure accuracy of problem codes, site details, contact information, and job descriptions.
Allocate and schedule work orders to engineers or subcontractors.
Monitor delays and ensure SLA compliance.
Conduct daily reviews of work orders in Return, Rejected, and Awaiting Parts statuses and update/assign accordingly.
Complete and close work orders once all documentation is received.
Engineer & Subcontractor Coordination
Manage engineer downtime and ensure they are briefed on emergency works or urgent jobs.
Chase subcontractors for attendance dates, updates, and required documentation (such as RAMS).
Arrange site escorts where required.
Check subcontractor paperwork to ensure accuracy of times, descriptions, and job details.
Make corrections to engineer time records and job alignment when needed.
Admin & Compliance
Monitor CCC/central inboxes for closure paperwork and updates.
Review performance reports and take corrective actions to improve results.
Action escalations for outstanding remedial tasks.
Raise system issues (e.g., jobs not closing correctly) with the appropriate support teams.
Hire equipment when required to support operations.
Provide support and cover for other regions when necessary.
Performance
Work towards individual performance targets and contribute to the wider team s objectives.
Support Contract Managers with administrative and operational requirements.
