Helpdesk Administrator

JOB DESCRIPTION

Job Title Helpdesk Administrator

Purpose of Job

BGIS is a progressive company operating within the Engineering industry dealing with Electrical Mechanical related works for commercial properties. The Helpdesk Administrator’s role will require close liaison with the Contract Support and Maintenance Manager, Engineers and external contacts, in order to process all paperwork ensuring that all clients and client sites receive a professional and accurate service.

Key Responsibilities

• Dealing with day to day enquiries from BGIS team and multiple Clients
• Responsible for client facing Help Desk
• Producing various reports for BGIS and the client
• Working closely with the contract support by ensuring the following responsibilities are carried out in a timely fashion
• Raising Work Orders for new jobs / contracts / quotes
• Raising Purchase Orders and placing call outs to sub-contractors
• Ensuring all client files are maintained accurately and kept up-to-date
• Processing tasksheets daily
• Logging holiday, sickness for team engineers
• Day to day admin including photocopying, filing etc.
• Cover holidays, sickness & lunch for other admin team staff
• Annual archiving of site files
• Positively respond to both our internal and external customers through effective communication and personal accessibility, while optimizing contract performance.
• Ensuring that all documentation is received from Sub-contractors with regards to Health & Safety and Company Legislation
• Check for overnight callouts & respond accordingly
• Ensuring WIP (work in progress) is up-to-date at all times
• Maintaining of the site sub-contractor records and Log Book System
• Produce statistical reports on a weekly and monthly basis
• Ownership of all tasks through to completion.
• Raising reactive jobs and allocating PPMS using Concept Evolution system
• Keep Opti-MIS updated with ALL required documentation.
• Uploading sub-contractor service sheets on to Opt-Mis system
• Answering telephone to internal customers
• Taking meeting minutes
• Booking internal meeting rooms
• Confident communication with the client, BGIS team and engineers including telephone, email, radio and face to face

Accountabilities

• Reporting to the onsite Contract Manager.
• Working closely with the contract manager.
This post carries no direct budgetary responsibility.

Person Specification / Attributes Required

Education

( Essential ) - Good basic education which will include English & Maths qualifications to GCSE standard essential

( Desirable ) - Higher educational qualifications to ‘A’ level / HNC/D or degree level would be beneficial

Skills / Knowledge

Good keyboard skills including word & excel

( Essential )

• Good communication skills
• Excellent telephone manner
• Good interpersonal skills
• Numerate
• Good time keeping
Ability to work independently as well as part of a team

(Desirable)

• Knowledge of Maximo System
Knowledge of engineering terminology & processes

Experience

( Essential ) - Previous experience working within a busy office environment

(Desirable) - Experience of a busy Customer Service (Service Desk / Helpdesk) environment

Aptitudes : Excellent verbal and written communication skills. Must be detail conscious and methodical in approach

Character : Must demonstrate a strong sense of customer focus.

Reliable and self-motivated, able to prioritise demands and work under pressure

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success.