Helpdesk Administrator

Helpdesk Administrator Job Description Template

Our company is looking for a Helpdesk Administrator to join our team.


  • Liaise with Maintenance manager for allocation of works to contractors;
  • Liaise with allocated client from beginning to end, updating works on client specific web portals;
  • Scheduling appointments for engineers and monitor their activity;
  • Liaising with company engineers and subcontractors for both planned and reactive maintenance;
  • Work closely with other members of the helpdesk and operations team to provide the best service to customers and clients;
  • Preparing and sending invoices;
  • Advise clients on the most efficient solution;
  • Dealing with day to day enquiries from OGS team and multiple Clients;
  • Keep Opti-MIS updated with ALL required documentation;
  • Escalate calls when needed if unable to solve it;
  • Logging holiday, sickness for team engineers;
  • Raising Work Orders for new jobs / contracts / quotes;
  • Dealing with day to day enquiries from the internal team and Clients;
  • M aintaining and controlling documents relating to the maintenance department;
  • Maintaining of the site sub-contractor records and Log Book System.


  • Excellent communication skills, both written and verbal;
  • Plan, organise and prioritise workload;
  • Previous experience within Facilities Management industry;
  • Able to work well under pressure;
  • Communicating confidently with a range of suppliers and clients to ensure relevant data is collected by month end;
  • Supporting the accounts payable department to resolve any invoicing queries;
  • Logging of all transactions onto the relevant IT systems accurately to ensure full audit history;
  • Developing an understanding of waste streams, containers, suppliers & clients to support client requests;
  • Managing fluctuating workloads via Microsoft Outlook using multiple shared mail boxes;
  • Independently investigating and resolving waste management complaints to ensure SLAs are met;
  • Providing customer service using telephone and e-mail to ensure all SLAs are met;
  • Adopting a flexible ethos to work duties in order to maintain high standards of client support.