Helpdesk Administrator

Helpdesk Administrator

Location: Marlow
Job Type: Full-Time 8am-5pm

The Opportunity

We are looking for an experienced Helpdesk Administrator to join a busy Service Operations team supporting a portfolio of commercial clients across planned and reactive maintenance contracts.

This is a fast-paced role where you'll act as a key point of contact between clients, engineers, subcontractors, and internal teams. You'll be responsible for managing maintenance requests, coordinating workflows, maintaining service records, and ensuring clients receive timely, accurate updates throughout the lifecycle of every job.

Key Responsibilities

Helpdesk & Client Support

Act as the first point of contact for service-related enquiries.
Respond to client, engineer, and subcontractor communications via phone and email.
Log reactive maintenance requests accurately and efficiently.
Provide professional updates throughout the lifecycle of maintenance jobs.
Manage and resolve client queries in a timely manner.
Escalate issues where necessary to ensure service levels are maintained.

Job & Workflow Management

Manage work orders and service management systems.
Monitor job progress from instruction through to completion.
Track engineer attendance, updates, reports, and outstanding actions.
Ensure all records are maintained accurately and in real time.
Identify jobs at risk of missing SLA targets and escalate appropriately.
Coordinate with engineers, subcontractors, and suppliers to maintain service delivery.

Administration & Reporting

Produce clear and concise client-facing updates from technical information provided by engineers.
Ensure completed jobs contain all required documentation and supporting information.
Maintain accurate records across multiple systems.
Support reporting requirements and general service administration activities.

Essential Experience

To be successful in this role, you will have:

Experience managing reactive maintenance workflows.
Strong customer service and client communication skills.
Excellent organisational and administrative abilities.
The ability to manage multiple priorities simultaneously.
Strong attention to detail.
Confidence communicating with engineers, clients, subcontractors, and internal stakeholders.
Good IT and systems experience.

Desirable Experience

Previous experience within a Helpdesk, Service Desk, Facilities Management, or Maintenance environment.
Knowledge of hard services, building services, HVAC, electrical, mechanical, fire, or fabric maintenance.
Experience supporting large multi-site contracts.
Understanding of SLAs, KPIs, planned preventative maintenance (PPM), and reactive maintenance processes.
Experience coordinating field-based engineers.

What's on Offer?

This is an excellent opportunity for someone with a strong helpdesk or service administration background to join a growing and supportive team. You'll gain exposure to a wide range of maintenance and service operations activities while playing a vital role in delivering exceptional customer service and operational efficiency.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website