At a Glance
- Tasks: Support the team by managing helpdesk queries and processing documentation.
- Company: Join BGIS, a global leader in integrated facility management services.
- Benefits: Gain valuable experience in a dynamic environment with growth opportunities.
- Other info: Diversity and inclusion are at the heart of our recruitment process.
- Why this job: Be the go-to person for client support and make a real difference.
- Qualifications: GCSEs in English and Maths; strong IT and communication skills required.
The predicted salary is between 30000 - 42000 £ per year.
Location: London - 140 Aldersgate Street, Barbican
Purpose of the Role
BGIS is a progressive organisation within the Engineering sector, delivering electrical and mechanical services across commercial properties. The Helpdesk Administrator plays a key role in supporting the Contract Support team, Maintenance Manager, Engineers, and external stakeholders by ensuring timely and accurate processing of documentation and providing exceptional service to clients and internal teams.
Responsibilities
- Helpdesk & Client Support
- Act as the main point of contact for client-facing helpdesk queries.
- Respond positively and professionally to internal and external enquiries.
- Maintain confident communication via phone, email, radio, and face‑to‑face interactions.
- Check and respond to overnight callouts.
- Raise reactive jobs and allocate PPMs using the Concept Evolution system.
- Administrative Duties
- Produce reports for BGIS and clients (weekly and monthly statistical data).
- Process task sheets daily and maintain accurate client files.
- Raise work orders, purchase orders, and manage subcontractor call-outs.
- Upload subcontractor service sheets and documentation into Opti‑MIS.
- Maintain subcontractor records and logbook systems.
- Assist with general office duties such as photocopying, filing, and taking meeting minutes.
- Book internal meeting rooms.
- Cover holiday, sickness, and lunch periods for other administrative staff.
- Conduct annual archiving of site files.
- Ensure Work in Progress (WIP) is maintained and updated.
- Log holidays and sickness for engineering teams.
- Ensure all Health & Safety and legislative documentation is received from subcontractors.
- Take ownership of all assigned tasks through to completion.
- Collaboration
- Work closely with the Contract Manager and Contract Support team to ensure timely completion of responsibilities.
- Accountability
- Reports directly to the onsite Contract Manager.
- No direct budgetary responsibility.
Person Specification
Education
- Essential: GCSE-level education including English and Maths.
- Desirable: A‑Levels, HNC/D, or a degree-level qualification.
Skills & Knowledge
- Essential:
- Strong keyboard and general IT skills (Word, Excel).
- Excellent telephone manner and communication skills.
- Good interpersonal skills.
- Strong numeracy and timekeeping.
- Ability to work independently and as part of a team.
- Desirable:
- Experience with the Maximo system.
- Understanding of engineering terminology and processes.
Experience
- Essential: Experience working in a busy office environment.
- Desirable: Experience in a Customer Service, Service Desk, or Helpdesk environment.
Attributes
- Aptitudes: Excellent written and verbal communication, detail-focused, methodical.
- Character: Customer-focused, reliable, self-motivated, able to prioritise tasks and work well 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.
About Us
BGIS is a global leader in integrated facility management services. Offering a full range of facility and real estate management services, BGIS partners with clients globally to bring forward innovative solutions.
About the Team
BGIS is a global leader in the provision of Facility Management, Project Delivery, Energy & Sustainability, Asset Management, Workplace Advisory, and Real Estate Services. With a combined team of over 8,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 30,000 facilities totalling more than 320 million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise. In addition to managing a diverse portfolio of corporate offices, retail, colleges, hospitals and industrial assets, BGIS is a world leader in the management of data centers and other critical environments.
Helpdesk Administrator employer: BGIS
BGIS is an excellent employer that prioritises the well-being and professional growth of its employees in the vibrant City of London. With a strong focus on safety, quality, and teamwork, BGIS offers a supportive work culture where skilled engineers can thrive through continuous learning opportunities and meaningful projects. Employees benefit from competitive compensation, comprehensive training, and the chance to work with cutting-edge M&E systems in a dynamic urban environment.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Administrator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BGIS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BGIS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Administrator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BGIS:Your cover letter is your chance to shine! Tell us why you want to work at BGIS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BGIS!
How to prepare for a job interview at BGIS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
