Job Description

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!

Job Types: Full-time, Permanent

Benefits:

Company pension On-site parking
Education:

GCSE or equivalent (preferred)
Experience:

Technical support: 1 year (preferred) Customer service: 1 year (preferred)
Work Location: In person

Reference ID: Helpdesk Admin