Helpdesk Administrator – Basingstoke
We are seeking a proactive and highly organised Helpdesk Administrator to join our team in Basingstoke. The successful candidate will play a key role in coordinating service requests, supporting engineers and contractors, and ensuring the smooth operation of our CAFM system and service delivery processes.
Key Responsibilities
Customer & Communication
* Communicate effectively with internal and external customers to capture, record, and distribute service calls through the CAFM system.
* Provide phone cover and inbox monitoring as required by the Team Leader.
* Deliver a professional, efficient, and effective service experience at all times.
Work Order Management
* Raise new work orders for Contract Managers and reactive work orders for engineers.
* Review all incoming work orders to ensure accuracy of problem codes, site details, contact information, and job descriptions.
* Allocate and schedule work orders to engineers or subcontractors.
* Monitor delays and ensure SLA compliance.
* Conduct daily reviews of work orders in “Return,” “Rejected,” and “Awaiting Parts” statuses and update/assign accordingly.
* Complete and close work orders once all documentation is received.
Engineer & Subcontractor Coordination
* Manage engineer downtime and ensure they are briefed on emergency works or urgent jobs.
* Chase subcontractors for attendance dates, updates, and required documentation (such as RAMS).
* Arrange site escorts where required.
* Check subcontractor paperwork to ensure accuracy of times, descriptions, and job details.
* Make corrections to engineer time records and job alignment when needed.
Admin & Compliance
* Monitor CCC/central inboxes for closure paperwork and updates.
* Review performance reports and take corrective actions to improve results.
* Action escalations for outstanding remedial tasks.
* Raise system issues (e.g., jobs not closing correctly) with the appropriate support teams.
* Hire equipment when required to support operations.
* Provide support and cover for other regions when necessary.
Performance
* Work towards individual performance targets and contribute to the wider team’s objectives.
* Support Contract Managers with administrative and operational requirements.
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