Helpdesk Administrator in Smethwick

Base Location: Floor Level 4, Midland Metropolitan University Hospital, B66 2QT

Salary: £13.85 ph PAYE

Working pattern: Rotational shift pattern. Flexible working required including day & Weekend shifts.

The Helpdesk Administrator is responsible for providing efficient administrative and customer service support across Facilities Management operations, ensuring all maintenance requests are logged, tracked, and resolved within agreed service levels. Acting as the first point of contact for clients and engineers, the role involves managing work orders in the Maximo system, coordinating with technical teams and subcontractors, and producing regular performance reports. The position requires strong communication, organisational, and IT skills, with the ability to work independently and as part of a team in a fast-paced environment. Flexibility to cover shifts, weekends, and holidays is essential.

• Act as the first point of contact for all maintenance-related enquiries via phone, email, or fax.
• Log, track, and manage the full life cycle of work orders through the Maximo CAFM system.
• Apply and monitor service level agreements (SLAs), ensuring urgent requests are prioritised appropriately.
• Coordinate and assign work to in-house engineers or subcontractors and raise purchase orders when needed.
• Provide accurate administrative support, including data entry, filing, and report preparation.
• Maintain effective communication with customers, technical teams, and management to ensure smooth operations.
• Support management by collating regular reports and performance data.
• Handle general office duties such as ordering supplies, arranging workwear, and managing HR-related records (leave, sickness, absence).
• Attend meetings to take minutes and provide updates on ongoing service requests.
• Escalate complaints appropriately and support continuous improvement to enhance customer satisfaction.

• Strong customer service and communication skills with a professional telephone manner.
• Experience in administrative or helpdesk roles - ideally within Facilities Management (FM), Technical, or Healthcare environments.
• Proficiency with Microsoft Office (Word, Excel, Outlook) and experience using CAFM systems like Maximo and finance tools like Coupa.
• Excellent organisational and time management abilities with the capacity to prioritise multiple tasks.
• High attention to detail and accuracy in data entry and record-keeping.
• Ability to work independently, meet deadlines, and handle pressure in a busy environment.
• Strong teamwork and collaboration skills, supporting colleagues and supervisors when required.
• Understanding of SLAs and the importance of timely service delivery in a customer-focused setting.
• Flexibility to work rotating shifts, weekends, and public holidays as required.
• Must be able to pass a DBS Standard Check due to the nature of the role within healthcare premises.

What happens next? Your application and CV will be carefully reviewed by the recruitment team managing this position. If your experience matches the role requirements, we will contact you within 48 hours to discuss the opportunity and outline the next steps.