Helpdesk Administrator

Base Location: Floor 3rd Floor, Avondale House, ML4 3NJi

Salary: 12.21 to 18.25

Working pattern: Successful Candidate will be required to work a 4 on 4 off rotation.

EQUANS is a global leader in energy services, with nearly 100,000 employees in over 50 countries and an annual turnover of over 17 billion euros. In the UK & Ireland, EQUANS provides FM, regeneration, technical, and energy services, specialising in smart buildings, green mobility, district energy, as well as renewables. EQUANS' 13,500 UK & Ireland employees support the transition to net zero and digital and industrial transformations. EQUANS is a Bouygues group company.

Exciting opportunity to join EQUANS, a leading Facilities Management provider, as part of their expanding Helpdesk team in Bellshill. This role involves managing a fast-paced, multi-contract Helpdesk - handling calls, logging and dispatching jobs, monitoring work orders, and ensuring compliance with SLAs and KPIs. Ideal candidates will have prior FM Helpdesk experience, strong customer service skills, excellent attention to detail, and the ability to thrive in a dynamic environment while supporting the delivery of exceptional service to clients.

Key Responsibilities

• Handle incoming calls and emails efficiently for a busy, multi-contract Helpdesk.
• Log all service requests accurately into internal CAFM systems in real time.
• Assign and dispatch work orders to engineers and contractors through multiple communication channels.
• Monitor and chase open jobs to ensure completion within agreed SLAs.
• Generate and issue reports for internal teams and external clients.
• Provide first-line support for GeniePoint electric vehicle charging customers.
• Maintain strong communication and follow-up on all outstanding queries and issues.
• Ensure compliance with contractual KPIs, data protection, and company policies.
• Support administrative duties and documentation as required by the business.
• Contribute ideas and feedback to improve Helpdesk processes and customer experience.

What do you need:

• Proven experience working in a Facilities Management Helpdesk or similar environment.
• Strong customer service and communication skills, both verbal and written.
• Ability to work effectively under pressure in a fast-paced setting.
• High level of accuracy and attention to detail in data entry and reporting.
• Experience working with CAFM systems and Microsoft Office packages.
• Strong organisational and multitasking abilities with effective prioritisation skills.
• Understanding of SLAs, KPIs, and their impact on business performance.
• Proactive, team-oriented attitude with a willingness to take ownership of tasks.
• Problem-solving mindset with the ability to adapt to change and new challenges.
• Eligibility to pass Disclosure Scotland (Basic) or equivalent background check.

What happens next?

• Your application and CV will be carefully reviewed by the recruitment team managing this position. If your experience matches the role requirements, we will contact you within 48 hours to discuss the opportunity and outline the next steps.