Helpdesk Administrator

Helpdesk Administrator

Our thriving client based in Harlow is recruiting a Helpdesk Administrator to join their growing team. The successful candidate will be responsible for providing first line support to end-users, ensure all service requests, maintenance issues, and operational queries are logged, prioritised and allocated promptly while maintaining high standards of customer service and compliance. You will be required to assist our client’s team of Contracts Managers with administration duties.

Our client is a family run business working within the built services sector, delivering high-quality services across commercial, residential, and industrial sectors. Their core services are Building Maintenance - preventative and reactive, Facilities Management - comprehensive solutions for building operations, End-to-end project management. Their vision is to grow the company to the next level and start to build a portfolio of maintenance contracts as well as expanding opportunities with their current clients by delivering integrated, sustainable, and value-driven built environment services that enhance functionality, safety, and comfort in the spaces people live, work, and thrive in.

This working hours for this role are 8.00am-5.00pm Monday-Friday and offers a competitive salary of £26,000-£27,500 depending on experience.

Role Summary:

• Act as the first point of contact for all service requests via phone, email or through our client’s system.
• Log, track and manage incoming work orders and service requests through our client’s system.
• Assign tasks to appropriate engineers, contractors, or service teams according to priority and location.
• Monitor service level agreements (SLAs) and ensure timely completion of tasks.
• Maintain accurate records of communications, job statuses, and updates in the system.
• Escalate unresolved or urgent issues to relevant supervisors or managers.
• Generate regular reports on performance metrics, job completion, and compliance tracking.
• Support the team with general administrative tasks, including document control, data entry, and filing.
• Assist in scheduling reactive and planned preventive maintenance (PPM) activities.
• Liaise with clients and internal departments to ensure high-quality service delivery.
• Preparing small work quotations
• Costing Jobs ready for invoicing
• Assist other departments with ad-hoc duties, as and when required.
• Order materials and supplies for sites.

Experience Required:

• Proven experience in a helpdesk or administrative role, preferably in facilities or built services.
• Excellent communication and customer service skills.
• Good computer skills and analytical skills.
• Good organisational and planning skills.
• Good written and verbal communications skills and have demonstrated the ability to be approachable and tactful, taking relevant information to achieve a solution
• Demonstrated ability to write and provide simple and accurate instructions.
• Knowledge of maintenance terminology or facilities management processes.
• Previous experience in a busy, reactive department.
• Understanding of word and excel & Microsoft 11.
• Ability to work under pressure and manage competing priorities.