Job Title: Helpdesk Administrator Department : Belfast. Reports to : Head of Department Location : The Office 1st floor 88 Carryduff Road, Lisburn BT27 6YL Employment Type : Full time, mornings and evenings. Start Date: July 2025 Helpdesk administrator position within CTS as a full-time Helpdesk Administrator working a minimum of 37.5 hours per week. Salary range 25k/30k depending on experience. Background: CTS is a private company offering Facilities and Electrical Services to clients in the UK and Ireland. CTS has developed a one-stop shop approach for clients who require a comprehensive solution to their property portfolio. Providing high quality solutions to Electrical, compliance works and Facilities Management requirements ensures that CTS is uniquely positioned to add value to contracts of any scale. Job Summary: The Helpdesk Administrator is responsible for handling incoming calls and emails from clients, accurately logging maintenance requests, and coordinating with field engineers, contract managers and subcontractors to ensure timely and efficient service delivery. The role requires strong organisational and communication skills to manage service requests and follow up to completion. Key Responsibilities: Customer Communication Act as the first point of contact for clients reaching out to request maintenance services. Respond promptly and professionally to calls and emails, gathering relevant details for each service request. Communicate service details clearly to clients, including expected timelines and any required follow-up actions. Job Logging and Tracking Accurately record all maintenance requests on the CAFM system. Assign and prioritise service calls based on urgency, location, and available resources. Monitor open requests and ensure timely updates are provided to clients and management. Coordination with Field Engineers Dispatch maintenance work orders to engineers based on location, skill, and availability. Coordinate and communicate any changes or additional requirements with the field team to ensure efficient workflow. Follow up with engineers to confirm job status and update clients as needed. Record-Keeping and Reporting Maintain accurate and up-to-date records of service requests, engineer assignments, engineer timesheets and completion details. Generate daily and weekly reports on maintenance call volumes, response times, and job completion status. Provide feedback to management on common issues or delays to improve service processes. Continuous Improvement Identify and suggest improvements to enhance service delivery and customer satisfaction. Work with the maintenance team to implement streamlined processes and enhance client communication. Person Specification Qualifications and Experience Essential: Previous experience in a customer service, support, or helpdesk environment. Proficiency in using helpdesk software, ticketing systems, and CRM tools. Strong knowledge of IT systems, including Windows OS, Microsoft Office Suite, and troubleshooting common IT issues. Strong administrative skills, including data entry and record-keeping. Desirable: Experience in a maintenance or facilities management support environment. Familiarity with remote desktop applications and helpdesk tools. Skills and Abilities Essential: Excellent communication skills, both verbal and written, with a focus on clear and concise customer support. Strong problem-solving skills and the ability to work under pressure. Ability to prioritise and manage multiple tasks efficiently. Detail-oriented with strong organisational skills. Good listening skills and a friendly, patient approach to assisting users. Desirable: Ability to adapt to new technology and learn software applications quickly. Strong troubleshooting skills with a proactive approach to resolving issues. Personal Attributes Essential: Reliable and punctual with a strong work ethic. Positive, can-do attitude with a focus on providing excellent customer service. Ability to work independently as well as part of a team. Willingness to learn and develop skills within the role. Professional and approachable demeaner, especially in handling sensitive customer interactions. Additional Requirements Essential: Willingness to undergo training and continuous professional development.