At a Glance
- Tasks: Manage maintenance requests and deliver top-notch customer service in a fast-paced environment.
- Company: Midland Metropolitan University Hospital, part of the NHS.
- Benefits: Flexible shift patterns, competitive pay, and opportunities for career growth.
- Other info: Experience with CAFM systems is a plus; must be ready for night shifts.
- Why this job: Join a dynamic team and make a real difference in healthcare operations.
- Qualifications: 5 GCSEs or equivalent, strong customer service and organisational skills required.
The predicted salary is between 21150 - 25850 £ per year.
Helpdesk Administrator
Shift Pattern – 4 on 4 off
Night shift(7pm – 7am)
Location - Midland Metropolitan University Hospital, B66 2QT
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About the Role
• Midland Metropolitan University Hospital (MMUH)
• Sandwell Health Campus
• City Health Campus
• Various community healthcare properties
The Helpdesk Administrator is responsible for managing the complete lifecycle of maintenance requests, from initial customer enquiry through to job completion and purchase order receipting.
The role involves delivering excellent customer service, logging and managing work requests through the Maximo CAFM system, ensuring contractual Service Level Agreements (SLAs) are achieved while supporting the day-to-day operation of the Facilities Management contract.
Working closely with engineers, supervisors, contract managers, subcontractors and NHS stakeholders, you will play a key role in ensuring maintenance requests are processed efficiently and customer expectations are met.
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Key Responsibilities
Helpdesk & Customer Service
• Act as the first point of contact for telephone and email enquiries.
• Receive, log and process maintenance requests.
• Deliver excellent customer service to both internal and external customers.
• Set customer expectations by applying the correct Service Level Agreements (SLAs).
• Handle customer complaints and escalate where necessary.
• Promote customer feedback and satisfaction surveys.
Work Order Management
• Manage the full lifecycle of maintenance jobs from receipt through to closure.
• Log work requests accurately within the Maximo CAFM system.
• Allocate jobs to engineers or subcontractors.
• Monitor open jobs and chase updates to ensure SLA compliance.
• Schedule engineers and subcontractors appropriately.
• Close completed work orders accurately.
• Proactively manage jobs at risk of SLA failure.
Administration
• Produce regular operational and compliance reports.
• Generate Purchase Orders using Coupa.
• Process contractor labour records.
• Support invoice processing and resolve subcontractor or supplier queries.
• Maintain accurate electronic and hard-copy records.
• Assist with document collation, filing and mail distribution.
Operational Support
• Work closely with:
o Contract Managers
o Supervisors
o Technical Teams
o Performance Teams
o External Subcontractors
• Provide supervisory cover during periods of absence.
• Support operational projects as requested by senior management.
• Ensure compliance with company procedures and statutory regulations.
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Hours of Work
This is a shift-based position requiring flexibility.
Working pattern may include:
• Day shifts
• Night shifts
• Weekend shifts
• Bank Holidays
Helpdesk cover is provided for extended operating hours across the NHS estate.
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Skills & Experience
Essential
• Excellent customer service skills.
• Strong telephone manner.
• Good verbal and written communication.
• Strong organisational and time management skills.
• Ability to prioritise workload and meet deadlines.
• Ability to work independently and as part of a team.
• Good data entry accuracy.
• Strong attention to detail.
• Experience using Microsoft Office:
o Word
o Excel
o Outlook
• Ability to communicate with staff at all organisational levels.
• Experience working to Service Level Agreements (SLAs).
Desirable
• Previous Facilities Management (FM) experience.
• Experience working within a Healthcare environment.
• Experience using CAFM systems.
• Knowledge of:
o Maximo
o Coupa
• Experience within a technical or maintenance environment.
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Qualifications
• Minimum 5 GCSEs (Grade C/4 or above) or equivalent.
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Systems Knowledge
Experience with the following systems would be advantageous:
• Maximo CAFM
• Coupa Purchasing System
• Microsoft Office Suite
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Key Competencies
Customer Focus
• Delivers excellent customer service.
• Takes ownership of customer requests.
• Resolves issues through to completion.
Communication
• Excellent verbal and written communication.
• Professional telephone manner.
• Confident communicating with customers and stakeholders.
Teamwork
• Builds positive relationships.
• Supports colleagues.
• Works collaboratively to achieve team goals.
Planning & Organisation
• Prioritises workload effectively.
• Meets deadlines.
• Plans work efficiently.
• Works accurately under pressure.
Problem Solving
• Identifies issues proactively.
• Suggests improvements.
• Escalates concerns appropriately.
Accountability
• Takes ownership of responsibilities.
• Delivers commitments.
• Works with minimal supervision.
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Health, Safety & Sustainability
All employees are expected to:
• Follow Company’s Health & Safety policies.
• Support sustainability initiatives.
• Minimise environmental impact.
• Work safely and responsibly at all times.
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Compliance
This role is subject to a Standard DBS Check. Successful candidates must be able to pass the required background screening.
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Ideal Candidate Profile
The successful candidate will have:
• Excellent customer service experience.
• Strong administrative and organisational skills.
• Experience managing helpdesk or maintenance requests.
• Ability to work in a fast-paced operational environment.
• Experience working with SLAs and job scheduling.
• Strong IT skills, particularly Microsoft Office.
• Knowledge of CAFM systems such as Maximo and purchasing systems like Coupa (desirable).
• The flexibility to work rotating day, night and weekend shifts.
Helpdesk Administrator in Birmingham employer: Guidant Global
Guidant Global is an exceptional employer that fosters a dynamic and inclusive work culture, perfect for those looking to thrive in high-volume recruitment. With a strong emphasis on employee development and collaboration, team members benefit from ongoing training opportunities and the chance to build meaningful relationships with clients across the Midlands area. The hybrid working model not only promotes work-life balance but also allows for flexibility and autonomy in managing your workload.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Administrator in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Guidant Global. 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 Guidant Global 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 in Birmingham
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 Guidant Global:Your cover letter is your chance to shine! Tell us why you want to work at Guidant Global 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 Guidant Global!
How to prepare for a job interview at Guidant Global
✨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.
