Helpdesk Administrator

London, Greenwich: Full-time

Do you have excellent communication skills with a Facilities Management insight? If so, this is the perfect opportunity for you to develop both your administrative and Facilities Management experience within a brand-new team at the University of Greenwich. 

As Service Desk Administrator, you will provide first line helpdesk support being the first point of contact for a variety of facilities management requirements and administration. The helpdesk is the first point of contact for a variety of facilities management requirements and administration which interfaces with the Facilities Management on site teams and clients (both internal and external) so excellent communication, organisation skills and understanding of the contract is a must. 

With strong administrative skills and customer focus, you will provide a friendly and proactive service to customers and conduct an efficient handling of each query and advise customers of the consequent solution. 

This role involves working 40 hours per week, 5 out of 7 days and the successful candidate must be available to work between 07am - 7pm Monday to Sunday as per contractual requirements. 

Role Responsibility 

Provide a friendly and professional point of contact for customers for any queries or concerns 

Handle incoming calls and manage outgoing calls as required 

Liaise with wider team members to ensure the best resolution, consistent with the contract 

Completing administration tasks that relate to the contact, including assigning contract colleagues and sub-contractors to service requirement tasks, ,general admin etc 

Liaise with relevant Contract staff and subcontractors in relation to all aspects of service desk requirements and that required information is returned in a timely manner. Respond to queries, amend data and re-issue tasks as required 

Work closely with Contract/Facilities Managers to develop and enhance the quality of service and reporting processes 

Carry out monitoring of data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI's and SLA's 

The Ideal Candidate 

Exceptional customer service and administration skills 

Previous experience in a similar administrative/customer service role within a Facilities Management environment 

Excellent communication skills 

Exemplary attention to detail 

Self-motivated, enthusiastic and professional 

Commercial awareness 

The proven ability to work under pressure and deal with challenging situations. 

The ability to make decisions, take ownership and use your own initiative to resolve problems 

Desirable 

An understanding of FM contracts (ideally within a PPP/ PFI context), key performance indicators and deliverables 

Package Description 

As part of our commitment to improving the quality of life for our employees, Sodexo offers a Flexible Benefits Scheme, allowing you to tailor a reward package to suit your needs but includes a technology scheme, private dental insurance, travel insurance, gym membership, Gourmet card, private medical insurance and the ability to purchase or sell annual leave. We also have a Sodexo Discount scheme, which offers employees and their friends and family the opportunity to benefit from over 1,200 discounts from top retailers both online and in-store.