Helpdesk Administrator

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!