Helpdesk Administrator

First Military Recruitment
04 Oct 2017
02 Nov 2017
Contract Type
Full Time
JA255 - Helpdesk AdministratorLocation: Glasgow Salary: £CompetitiveOverview:We are recruiting currently for a Helpdesk Administrator for our client who are a leading Facilities Management Company. There are two roles one of which is a permanent contract the other is a minimum three-month contract. The Helpdesk Administrator will provide efficient administrative and operational support to ensure the smooth running of the Facilities contracts within MTS. Reporting to the Helpdesk Supervisor and working as part of a strong team.Key Responsibilities:Provide a single point of contact for customers, technical staff, support staff and management, receiving calls on the Help DeskIssue 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 CPAProvide technical and statistical information for the department.Log all calls received and prioritise in a predetermined category as defined within the Help Desk Operating ProceduresEnter 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.Skills and Experience:EssentialGCSE (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; andCompetent knowledge of CAFM and associated systems Desirable 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; orSupervisory experience for possible future development Personal Qualities: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. JA253 - Helpdesk AdministratorLocation: GlasgowSalary: £Competitive
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