Helpdesk Administrator

FES FM Ltd is the FM division of the FES Group which has over 60 years’ experience and provides an exceptional range of skills, services and products. 

FES FM provides a unique range of in-house Hard and Soft Facilities Management Services to a diverse portfolio of public and private sector clients across the UK. 

We specialise in the full range of Facilities Management and responsive repair and maintenance activity and currently have a full-time opportunity for a customer focused Helpdesk Administrator looking for a new and exciting challenge to join our team.

Role:

Working as part of a 24/7/365 Helpdesk Team, covering shifts over a 7-day rota pattern acting as the primary contact point for all internal and external clients. Respond to and resolve customer requests, enquiries, and faults within the relevant service level frameworks. Assist in keeping all systems up to date with the most recent information. Act as the main switchboard, transferring calls as required. Assist in Lets Bookings across Client portfolio as required. Assist with all aspects of Corporate Travel, bookings, queries, amendments, invoices and statements. 

Reporting to the Helpdesk Team Leader, you will be responsible for:

Key roles and responsibilities, Day Shift:

• Responsible for the day-to-day delivery of the complete Helpdesk Service to the wider business, providing a primary contact point to all clients, escalating issues to Supervisory and Managerial level as appropriate.

• Monitor all Helpdesk activity over various inboxes to ensure service output performance standards are delivered in accordance with all contractual requirements and within specified response times.

• Participate in relevant cover including weekends to ensure adequate staffing levels are always available, delivering the Helpdesk 24/7 service.

• Liaise with the Operational Team(s) to handover, progress, update, resolve, close out customer issues; whilst providing feedback at all key stages to all; liaising with on call engineers out of hours as required.  

• Act as part of the main switchboard for FES Group, taking telephone enquiries, directing callers when necessary.

• Assist in the provision of all aspects of Group Travel, working within the guidelines of a Best Value practice from booking to obtaining invoices for credit card statements. 

• Participate in the development and implementation of Helpdesk processes, updating as circumstances dictate.

• Actively participate in Continual Professional Development. (CPD)

• Assist with general administration duties as and when required. 

Key roles and responsibilities, Night Shift:

• Responsible for the delivery of the complete Helpdesk Service to the wider business, providing a primary contact point to all clients, escalating issues to Supervisory and Managerial level as appropriate.

• Monitor all helpdesk activity to ensure service output performance standards are delivered in accordance with all contractual requirements and within specified response times.

• Participate in rota arrangements 4 on / 4 off to ensure adequate staffing cover is available at all times, to deliver the Helpdesk Service from 7pm to 7am, 365 days per year.

• Provide a primary contact point to all clients, using escalation processes as appropriate.

• Assist in the processing of Purchase invoices.

• Assist with general administration duties as and when required. 

Key Person Criteria:

• Excellent communication skills, including verbal and the written word

• Strong customer facing skills

• Administrative skills with strong attention to detail

• Decision making and problem solving skills

• Analytical skills

• Planning and organisational skills

• Demonstrable commitment to team working

• Ability to work on own initiative

• Familiarity with MS Excel 

• Proactive and flexible team player and active participation in shift rota.

Forth and Oban offer a fantastic package, which includes competitive salaries and benefits including employer contribution pension plan, and other fantastic benefits.