Murray Recruitment is currently seeking a Helpdesk Administrator on behalf of our client, a leading UK Facilities Management provider based in Glasgow. This is a permanent opportunity, ideal for an organised and proactive individual to play a key role in the effective management of reactive works.
Role Overview:
Reporting to the Service Desk Manager and Supervisor, you will be an essential member of the team, responsible for overseeing the reactive works process with engineers and sub-contractors, ensuring that contractual priorities and deadlines are met.
Key Responsibilities:
* Confidently handle incoming calls from clients, engineers, and operations teams.
* Log and assign jobs to engineers or contractors, adhering to client-set SLAs.
* Monitor the Helpdesk mailbox, ensuring all enquiries are addressed promptly.
* Take full ownership of jobs from inception through to completion.
* Raise and issue purchase orders as required.
* Ensure relevant safety permits are raised for engineers.
* Track and chase all open jobs, providing accurate updates in the system.
* Monitor the progress of all jobs, ensuring timely closure.
* Participate in weekly conference calls to review outstanding jobs.
* Support the client’s security clearance process by forwarding clearance requests in a timely manner.
* Assist the coordinator with administrative tasks related to the role.
Essential Requirements:
* Proficient in MS Office, particularly Word and Excel.
* Strong customer service skills; previous experience in scheduling, planning, or a helpdesk environment is advantageous.
* Excellent telephone manner and communication skills.
* Ability to work independently and as part of a team.
* Flexible and adaptable approach to work.
* Solution-focused with a keen attention to detail and strong organisational skills.
Benefits:
* Salary up to £26,500 DOE
* Monday to Friday, 40 hours (between 8am – 5pm)
* 25 days annual leave plus 8 statutory holidays.
* Pension scheme.
* Share scheme.
* Employee discount scheme.
* Additional flexible benefits.
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