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 JobLogic CRM system. 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 JobLogic. Coordinate with engineers and subcontractors to ensure timely attendance and job completion. Update job records in JobLogic 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 in JobLogic. Generate reports from JobLogic on job status, SLA compliance, and customer satisfaction. Assist with the administration of compliance documentation and service reports. Identify system improvements and assist with CRM 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 JobLogic and helpdesk processes.

Qualifications & Skills

Experience working on a busy facilities management helpdesk. Proficiency with CRM systems, preferably JobLogic. Excellent communication and customer service skills. Strong organizational and problem-solving abilities. Ability to multitask and prioritize 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.