An exciting opportunity has become available working as a Helpdesk Administrator for our client an Insurance company.

My client is an International Insurance company looking for an experienced Helpdesk Administrator who has experience dealing with Facilities.

Responsibilities

• Categorising and resourcing the correct Contractor for the specific Helpdesk request.
• Close liaison with all London site Contract managers and their various supervisory staff.
• Dealing with day-to-day enquiries.
• Responsible for Facilities Helpdesk maintenance and liaison with key administrators of the database administrators.
• Producing reports and presenting weekly helpdesk statics to senior management
• Working with contractors to produce SLAs in accordance with contract standards.
• Ensuring that all Contract Service Level Agreements (SLAs) are adhered to where necessary and in place.
• Raising work orders with key contracts for new jobs/contracts/quotes.
• Ensuring on-site contractor files are maintained to the required standards.
• Ensuring adequate cover is provided for any critical contractor holiday and that all temporary contact details are available to the wider team where applicable.
• Day to day administration as required by the management team.
• Positively respond to both internal and external staff using approved customer service skills, communication and personal intervention.
• Ensure that all documentation received from external contractors about site works is saved in the relevant electronic folders. This will include Health and safety documentation, risk assessments and method statements.
• Adherence to all on site procedures e.g project works templates.
• Ensure that all work in progress is reviewed, updated and Helpdesk requests updated accordingly in a timely fashion.
• Review and track critical contractor PPMs and challenge non-compliance.
• Ownership of all tasks through to completion.
• Working to tight deadlines and targets provided by management in accordance with Contract requirements.
• Raise reactive jobs through various sub-contractors.
• Confident communication with all contractors and staff.
• At times where necessary, work closely with Services Manager for London sites.

Person Specification

• Demonstrate a strong sense of customer focus.
• Excellent interpersonal, communication skills; verbal and written.
• Excellent organisation skills.
• Proactively tackle tasks
• Problem-solving
• Self-motivated and driven to produce good results.
• Ability to work independently as well as part of the team
• Ability to work under pressure, prioritise workload and manage multiple demands and shifting priorities.
• Computer literate and proficient user of Microsoft Office (Word, Power Point, Excel and Outlook )
• Basic knowledge of building maintenance
• Basic knowledge of Health and Safety/hazard perception
• Previous experience in a customer service role and environment