Job Title: Helpdesk Administrator
Location: Rutherglen, Glasgow
Contract: Full-time, permanent
Job Purpose:
To provide efficient administrative and operational support to ensure the smooth running of the facilities contracts within the MTS FM Operation.
Aims and Objectives:
Focus on team behaviors to achieve significant results and support Dalkia in maintaining its industry-leading position and reputation with customers.
Key Responsibilities and Accountabilities:
- Perform day-to-day administration related to the Help Desk Facility as directed by the Helpdesk Supervisor.
- Take pre-authorised actions to resolve issues and ensure smooth operations.
- Assist in compiling various reports and communicate daily with engineers and service providers.
- Ensure accurate completion and updating of worksheets, both electronically and manually.
- Log and categorize incoming calls according to Help Desk Operating Procedures.
- Support office duties while understanding and meeting contractual obligations.
- Log, schedule, and program all Pre-Planned Maintenance (PPM) tasks for facilities contracts.
- Issue, receive, and input maintenance information into systems like Concept Evolution or other CAFM software.
- Act as a single point of contact for customers, technical staff, support staff, and management via the Help Desk.
- Proactively follow up on work orders and update information in databases.
- Manage purchase orders and assign subcontractor workloads.
- Efficiently process service provider and supplier invoices, addressing any queries as needed.
- Provide typing and administration support, as required.
- Offer telephone support using the 8x8 software system.
- Prepare and draft documentation, such as quotations and contractor reports.
- Operate computer-based records management systems, like Concept Evolution.
- Serve as a central information source, handling customer queries professionally.
Health & Safety:
All employees are required to take reasonable care for their own and others’ health and safety, following guidance and instructions as per the Health & Safety Policy.
Working Relationships:
Internal: Interface with the Team Leader and colleagues.
External: Interface with the Client Representative, Service Providers, and Material Suppliers.
Person Specification:
Qualifications, Experience, Knowledge, and Skills
Essential:
- GCSE (or equivalent) in Maths and English.
- Typing speed of at least 50 wpm.
- Experience in Facilities Management administration.
- Proficient in CAFM systems and Office 365, particularly Excel.
Desirable:
- NVQ Level 1-2 (Administration 4396) or equivalent.
- ‘A’ Level passes or equivalent.
- Experience with computerised PPM systems.
- Supervisory experience (for future development).
If you’re interested in contributing to an organisation committed to delivering technical solutions for a Net Zero UK, we’d love to hear from you!