Helpdesk Administrator in Birmingham

Birmingham City University is seeking a proactive and customer-focused Helpdesk Administrator to join our friendly Estates and Facilities Helpdesk team. This role will suit someone who is thorough, has proficient administration skills, and CAFM system experience. This is a key frontline role responsible for managing and allocating maintenance requests using the University’s CAFM (Computer Aided Facilities Management) system. You will act as the first point of contact for staff, students and contractors, ensuring reactive and planned preventative maintenance (PPM) tasks are logged, allocated and monitored effectively. You will also play an important role in analysing helpdesk data, gathering customer feedback, and producing management information reports to support continuous service improvement. This role is a full-time, campus-based role. The operating hours for Helpdesk are from 7:00 am to 5:00 pm. It is expected that these hours are adequately covered by the team of Administrators.

Key Responsibilities

• Respond to telephone, MS Teams, in-person and email enquiries from staff, students and contractors.
• Log and allocate reactive maintenance and PPM tasks via the CAFM system.
• Monitor work orders and provide timely progress updates to customers and colleagues.
• Ensure service level agreements (SLAs) are met and escalate issues where necessary.
• Support the completion and reporting of planned preventative maintenance tasks.
• Produce reports using Excel and other systems to provide meaningful management information.
• Handle complaints and escalating where appropriate, ensuring clear communication throughout.
• Promote the use of the Estates & Facilities helpdesk system across the University community.
• Provide cover for colleagues during periods of absence and support wider team activities as required.

About You

We are looking for someone who is organised, analytical and committed to delivering excellent customer service. You will be confident working in a fast-paced environment, managing multiple tasks, and meeting deadlines.

You Will Have

• Experience in a customer-focused administrative or helpdesk role (ideally within a facilities environment).
• Strong IT skills, including experience of helpdesk or CAFM systems.
• Excellent Excel skills and the ability to analyse data and produce reports.
• Strong communication skills, both written and verbal.
• Excellent organisational and time management skills with the ability to prioritise effectively.
• A proactive and systematic approach with strong attention to detail.

Why Join Us?

You will be joining a supportive and collaborative Estates and Facilities team within a vibrant University environment. This is an opportunity to contribute directly to the smooth running of campus operations and help deliver a high-quality service to our University community. The appointed candidate will normally be employed through our subsidiary company BCU Support Services Limited, a wholly owned subsidiary of Birmingham City University. Appointees with prior LGPS membership who wish to enter the LGPS scheme will be able to do so and will be employed by Birmingham City University directly. We are committed to equality, diversity and inclusion and to an environment that supports lawful free speech and academic freedom. We will continuously review and improve our policies, practices, and procedures to ensure that we are promoting these in all aspects of our operations. We believe that by working together, combining our many different backgrounds and life experiences, we will empower each other to reach our full potential.