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Institute of Recruiters

Institute of Recruiters

Job Details

Helpdesk Administrator
Area Job Ref Consultant Sector
London, Greater London, England JA212 James Alexander Secretarial, Admin


Position: Helpdesk Administrator

Reports to: Customer Support Supervisor

Location: London SW7

Salary: Competitive plus benifits

Hours 0800-1700 Monday - Friday (inclusive of breaks)

1 Year fixed term contract

All applicants must have a good working knowledge on "Planon & Concept" computer based Facilities Management systems

Job Purpose: Helpdesk Admininistrator

• To provide efficient administrative and operational support to ensure the smooth running of the Facilities contracts within MTS.

Key Responsibilities and Accountabilities: Helpdesk Administrator

• Provide a single point of contact for customers, technical staff, support staff and management, receiving calls on the Help Desk
• Issue and follow-up of work orders and updating information onto database.
• Provide typing and administration support as required.
• Provide telephone support and answer calls.
• Research, prepare and supply information.
• Draft and prepare documents.
• Develop, implement and maintain procedures.
• Operate a computer based records management system e.g. Concept 500 SQL.
• Be confident in learning new systems which will be introduced e.g. Evolution and CPA
• Provide technical and statistical information for the department.
• Log all calls received and prioritise in a predetermined category as defined within the Help Desk Operating Procedures
• Enter and maintain all information on a database (eg. log the call, allocate details through to completion, including action taken and hours expended)
• Issue, receive and enter maintenance information into concept 500 SQL or similar computerised PPM package.
• Undertake day to day administration in association with the Help Desk Facility and as directed by the Customer Support Supervisor.
• Assist in undertaking office duties, having a clear understanding of our contractual obligations to ensure these are fulfilled.
• Act as a central source of information dealing directly with customer queries in a professional and courteous manner.
• Undertake and follow-up actions needed to resolve situational circumstances for which you have been pre-authorised to undertake.
• Assist in the compilation of various reports, communicating with engineers and service providers daily.
• Assist in the accurate completion of worksheets and information to be electronically and manually updated.
• Manage the checking, processing and querying (if necessary) of all service provider and supplier invoices related to your contracts quickly and efficiently.

Health & Safety
• All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy.

Working Relationships
• Interface with the Team Leader and fellow colleagues

• Interface with the Client Representative, Service providers and Material Suppliers

Person Specification

Qualifications, Experience, Knowledge and Skills for: Helpdesk Administrator


• GCSE (or ‘O’ Level equivalent) passes in Maths and English or recognised equivalent;
• A typing speed of at least 50 words per minute (wpm);
• Experience in a similar role with a background in Facilities Management administration; and
• Competent knowledge of PLANON & CONCEPT and associated systems


• NVQ Level 1-2 (Administration 4396) or recognised equivalent;
• ‘A’ Level passes or recognised equivalent;
• Experience with computerised Planned Preventative Maintenance (PPM) systems and procedures; or
• Supervisory experience for possible future development


• Teamwork - actively contributes to the team and strives to improve teams’ effectiveness through personal commitment. Feels confident in putting forward new ideas for improvement.
• Planning, Organising & Executing – able to understand the priorities, plan and organise the work and manage own time to deliver within the expected timescales.
• Communication – communicates clearly and concisely, impressing others and ensuring understanding of all relevant information in all circumstances.
• Commercial Awareness – understands the importance for managing costs and expense, applying the necessary controls.
• Risk Management – is aware on the impact on risk to the business and applies the necessary controls.
• Adaptability – is responsive and open to changing circumstance.
• Drive for Excellence – aims to deliver a high standard of work.
• Self Motivation and Development– is confident in own ability and is motivated to deliver, using opportunities to further develop.
• Customer Awareness – responsive to the needs of the customer and aims to deliver customer satisfaction.