Helpdesk Administrator Tlnt1_Ni in Belfast

Location: Parr FM Offices (Belfast) Reports to: CSC Manager Working Hours: Full-time

Role Purpose The Helpdesk Administrator is a key member of the Parr FM operations team and acts as a first point of contact for client requests across our UK & Ireland portfolio. The role is responsible for logging, triaging, and allocating reactive and planned works through Parr FMs CAFM system (Joblogic), updating client portals, coordinating engineers and subcontractors, and ensuring works are progressed to completion in line with service level agreements (SLAs) and key performance indicators (KPIs). You will deliver excellent customer service, maintain compliance documentation, and support managers and mobile engineers to keep clients estates safe, compliant, and operational. Parr FM is proud to be recognised as Total FM Service Provider of the Year 2025.

Key Responsibilities

• Client & Helpdesk Operations
• Updating client portals with relevant paperwork and notes.
• Logging of jobs taking information from emails and telephone calls and logging these into our system.
• Allocating relevant engineers and subcontractors to these jobs, in line with the companys policies and procedures.
• Rasing Purchase Orders for suppliers and subcontractors.
• Reporting regularly to the Helpdesk team leader and other management teams.
• Arranging access to sites along with equipment/hires.
• Communication with engineers, job notes, clients, team leaders and other members of staff.
• Continuous Improvement
• Identify recurring issues, process bottlenecks, and data quality gaps; propose improvements to workflows and templates.
• Support the roll-out of new CAFM features, dashboards, and digital tools.
• Contribute to a positive team culture of collaboration, service excellence, and learning.

Skills & Experience

• Essential
• 1+ year in a helpdesk, administration, scheduling, or customer service role.
• Strong IT literacy, including Microsoft Office 365 (Outlook, Excel, Word, Teams).
• Clear, confident communicator with excellent telephone and written skills.
• Highly organised and able to prioritise, meet deadlines, and handle competing demands in a fast-paced environment.
• Proven ability to work on own initiative while contributing as part of a team.
• Desirable Experience within Facilities Management and an understanding of FM statutory compliance.
• Knowledge of CAFM systems (Joblogic preferred).
• Prior scheduling/resource allocation experience.

Personal Attributes

• Professional and customer-focused, reflecting Parr FMs values of quality, responsiveness, and reliability.
• Calm under pressure with strong problem-solving skills and attention to detail.
• Team player who supports engineers, colleagues and managers to achieve the best outcomes.
• Proactive, solutions-oriented and committed to continuous improvement.

Qualifications & Requirements

• GCSEs (or equivalent) including English and Maths; further education or FM/administration qualifications are advantageous.
• Right to work in the UK & Ireland where required for the role.

Systems & Tools

• Joblogic (CAFM) or similar.
• MS Office 365; client web portals; telephony and ticketing systems.

Benefits

• Death in service policy.
• Health cash back plan.
• 2pm finish on Fridays every other week **Dependant on team annual leave.**
• 30 days holiday inclu 8 stats.
• On site parking.
• Company events.

Equal Opportunities

Parr FM is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues.

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