Helpdesk Administrator
Pinnacle Group is seeking a motivated Helpdesk Administrator to serve as the first point of contact at the helpdesk, ensuring the effective management of all reported jobs. You will join our Total FM team based at an Exeter School, with responsibilities including daily helpdesk operations, administrative duties, and assigning work orders to internal or external contractors.
The Total FM team delivers integrated asset management and maintenance services across education, leisure, corporate, health, and living sectors to optimize facility operations.
This is a full-time, on-site role with no remote working. The position is 37.5 hours per week, on an ongoing temporary contract with the potential to become permanent. Working hours are Monday to Friday, 8 AM to 4 PM.
Who We Are
Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing communities where people live, learn, work, and play. We are a people-first organization with a values-driven culture that has remained consistent for thirty years, emphasizing how we treat our employees and customers.
Who We're Looking For
We seek someone who aligns with our core values of Trust, Respect, Involve, Challenge, and Deliver Excellence, and who is committed to maintaining the confidence of our clients and communities.
Key Responsibilities
* Answering helpdesk calls and handling general inquiries.
* Logging calls and tasks using helpdesk software.
* Monitoring job progress, managing escalation procedures, and ensuring timely rectification.
* Reporting on job status to clients and contract staff, including requesting extensions when necessary.
* Managing the PPM/holiday schedule and reactive maintenance jobs to meet response times.
* Recording sickness and processing overtime.
* Booking and overseeing agency staff.
Key Requirements
* Excellent written and verbal communication skills.
* Strong motivational abilities.
* Diplomatic and tactful interpersonal skills.
* Professional and confident liaising at all levels.
* Previous administrative experience.
Our Offer
We value diversity and welcome applications from all backgrounds, especially those representing the communities we serve, including ex-armed forces personnel and their families. Joining Pinnacle Group means becoming part of an inclusive culture with opportunities for growth and development.
Our benefits include:
* Maternity/paternity packages
* Flexible working arrangements
* Life assurance
* Enhanced pension scheme
* Additional annual leave
* Private medical insurance
* Cycle to work scheme
* Employee assistance program
* Retail discounts
* Childcare assistance
* Season ticket loans
* Sick pay schemes
* Personal development plans
* Company car or allowance
* Electric vehicle scheme
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