Helpdesk Administrator

Job Details

Role Purpose:

Represent the Council by providing the first point of contact with customers in ensuring Camden’s buildings are repaired and maintained to high standards, enabling services to be delivered from buildings which are safe, comfortable and serviceable. The role is responsible raising reactive repair and planned work requests on the IT systems. Providing high quality customer servicing ensuring the customer is kept fully informed of works throughout the process. The role will also be responsible for providing administrative support across the team to assist the team objectives of providing a high quality and cost effective service.

Key aspects of the role:

Answering calls and e-mails made to the helpdesk within agreed timeframes and logging repairs & maintenance jobs onto the appropriate helpdesk system in a timely and efficient manner. Ensuring that the information received from the customer is clear enough to ensure the works are allocated correctly.

Enter data onto the helpdesk system accurately with the required detail, ensuring the appropriate priority level is given to work orders dependant on risk and to allocate works to the correct contractor or internal resource. Co-ordinate works with customer and resource effectively ensuring all parties are kept informed of attendance times. Track and monitor the progress of works, ensuring that service level agreements (SLA’s) are adhered to by resources, that the customer is kept informed of progress at all times and that the system is kept updated in ‘real’ time from start through to completion. Dealing with all customer queries to a high standard and escalating issues where necessary. Upload relevant documentation including but not limited to invoices, material receipts, Camden engineers and contractors work sheets onto relevant system and entering any required data onto FM system accurately. Provide general administrative support to the team as directed by management. Items to include but not limited to raising Purchase Orders, taking meeting minutes, updating contact lists, typing up worksheet information onto FM system and keeping work rotas up to date. Providing basic reports as required from the FM system including weekly updates to be sent to customers and monthly performance reports. Type up quotations as directed by colleagues.

This role consists of 36 hours a week and has an hourly pay rate of £21.32 Umbrella