Helpdesk Administrator in England

Pinnacle Group is looking for a highly organised and experienced Helpdesk Administrator to join our team as the first point of contact for all helpdesk enquiries. In this role, you will be responsible for managing the day-to-day administrative functions of the contract office, ensuring that all reported jobs are allocated, tracked, and resolved efficiently. You will play a crucial role in maintaining excellent communication between clients, contractors, and internal teams to guarantee smooth operations and timely job completion.

You will be joining our Total FM team based in Swindon. The Total FM team provides integrated asset management and maintenance services across the education, leisure, corporate, health and living sectors to ensure facilities operate at their best.

The ideal candidate will bring administration experience within a Facilities Management or similar environment, demonstrating strong computer literacy, excellent interpersonal skills and the ability to work proactively under their own initiative. This is a full-time, site-based role with a three week rotating shift pattern of 7AM-3PM, 8AM-4PM and 9AM-5PM, the cycle then repeats.

Key responsibilities:

• Support the delivery of planned and reactive maintenance activities.
• Receive and action telephone and email service requests in accordance with Helpdesk procedures.
• Log, update, close, cancel and monitor reactive and planned jobs within the CAFM system, including management of open events.
• Monitor feedback from site operatives and customers and take appropriate action to support customer satisfaction.
• Provide administrative support for subcontractors and suppliers.
• Manage visitor procedures, including signing visitors in and out, issuing and monitoring visitor badges, and controlling the issue and return of keys in line with site protocols.
• Prepare reports generated from CAFM systems, as required.
• Provide general administrative support to the contract, including document control and record management.
• Proactively follow up with internal and external parties to progress outstanding helpdesk work requests.
• Provide financial administration support, including invoice processing, raising purchase orders (POs) and account management.

Key requirements:

• Ability to manage competing priorities and remain effective under pressure.
• Demonstrable experience in a similar administrative or helpdesk role.
• Knowledge of, or experience working on, PFI contracts is desirable but not essential.
• Strong IT skills, including Microsoft Word, Excel, PowerPoint, SharePoint and Outlook.
• Excellent interpersonal and customer service skills, with the ability to engage effectively with colleagues and clients at all levels.
• Strong written and spoken English.
• High attention to detail and accuracy when inputting and maintaining data.

Our Offer:

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds – particularly from those who represent the communities we serve including ex-armed forces personnel and their families. As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.

We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers:

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans