Job Description

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FM Helpdesk Administrator

Role & Responsibilities

Customer Engagement & Support

Engage with clients to understand their facilities management needs and allocate appropriate resources. Manage inbound calls and emails, logging all details accurately in the CAFM (Computer Aided Facilities Management) system, we currently use Joblogic. Provide updates to clients regarding the status of their requests and planned works. Ensure service level agreements (SLAs) are adhered to and escalate issues where necessary.

Job Management & Scheduling

Schedule reactive and planned maintenance jobs using the CAFM system. Coordinate with engineers and subcontractors to ensure timely attendance and job completion. Update job records in the CAFM system with real-time information on progress and completion. Monitor outstanding jobs and proactively communicate with stakeholders.

CRM & Administrative Duties

Maintain accurate client and job information within our CAFM system. Generate reports from from our CAFM system on job status, SLA compliance, and customer satisfaction. Assist with the administration of compliance documentation and service reports. Identify system improvements and assist with CAFM system enhancements.

Team Collaboration

Work closely with operational teams to ensure service delivery excellence. Participate in team meetings and share best practices for customer management. Support colleagues during busy periods to maintain service continuity. Provide mentorship to new team members on the use of the CAFM system and helpdesk processes.

Qualifications & Skills

Experience working on a busy facilities management helpdesk. Experience working with CAFM systems. Excellent communication and customer service skills. Strong organizational and problem-solving abilities. Ability to multitask and prioritise in a high-pressure environment. Proficient in Microsoft Office Suite (Teams, Word, Excel, Outlook). Flexible and adaptable to meet changing operational needs. * Team player with a proactive attitude towards continuous improvement.