Overview
Location: Parr FM Offices (Belfast)
Reports to: Helpdesk Team Leader / Helpdesk Manager
Working Hours: Full-time
Role Purpose
The Helpdesk Administrator is a key member of the Parr FM operations team and acts as a first point of contact for client requests across our UK & Ireland portfolio. The role is responsible for logging, triaging, and allocating reactive and planned works through Parr FM’s CAFM system (Joblogic), updating client portals, coordinating engineers and subcontractors, and ensuring works are progressed to completion in line with service level agreements (SLAs) and key performance indicators (KPIs). You will deliver excellent customer service, maintain compliance documentation, and support managers and mobile engineers to keep clients’ estates safe, compliant, and operational.
Parr FM is proud to be recognised as “Total FM Service Provider of the Year 2025”.
Key Responsibilities
Client & Helpdesk Operations
* Updating client portals with relevant paperwork and notes.
* Logging of jobs – taking information from emails and telephone calls and logging these into our system.
* Allocating relevant engineers and subcontractors to these jobs, in line with the company’s policies and procedures.
* Rasing Purchase Orders for suppliers and subcontractors.
* Reporting regularly to the Helpdesk team leader and other management teams.
* Arranging access to sites along with equipment/hires.
* Communication with engineers, job notes, clients, team leaders and other members of staff.
Continuous Improvement
* Identify recurring issues, process bottlenecks, and data quality gaps; propose improvements to workflows and templates.
* Support the roll-out of new CAFM features, dashboards, and digital tools.
* Contribute to a positive team culture of collaboration, service excellence, and learning.
Skills & Experience
* Essential
o 1+ year in a helpdesk, administration, scheduling, or customer service role.
o Strong IT literacy, including Microsoft Office 365 (Outlook, Excel, Word, Teams).
o Clear, confident communicator with excellent telephone and written skills.
o Highly organised and able to prioritise, meet deadlines, and handle competing demands in a fast-paced environment.
o Proven ability to work on own initiative while contributing as part of a team.
* Desirable
o Experience within Facilities Management and an understanding of FM statutory compliance.
o Knowledge of CAFM systems (Joblogic preferred).
o Prior scheduling/resource allocation experience.
Personal Attributes
* Professional and customer-focused, reflecting Parr FM’s values of quality, responsiveness, and reliability.
* Calm under pressure with strong problem-solving skills and attention to detail.
* Team player who supports engineers, colleagues and managers to achieve the best outcomes.
* Proactive, solutions-oriented and committed to continuous improvement.
Qualifications & Requirements
* GCSEs (or equivalent) including English and Maths; further education or FM/administration qualifications are advantageous.
* Right to work in the UK & Ireland where required for the role.
Systems & Tools
* Joblogic (CAFM) or similar.
* MS Office 365; client web portals; telephony and ticketing systems.
Benefits
A competitive salary with benefits commensurate with experience. Details will be confirmed at offer stage.
Equal Opportunities
Parr FM is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues.
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