Facilities Administrator

Job Title: Facilities Administrator

Location: London

Reporting To: Help Desk Manager

Purpose Statement

We are seeking a skilled and proactive Facilities Administrator to manage a central helpdesk facility in London. The helpdesk serves as the primary point of contact between client staff and service providers for reporting and addressing engineering system and asset failures.

Position Overview

The facilities Administrator will play a critical role in ensuring smooth communication, efficient call logging, and timely resolution of maintenance and service requests. The position requires excellent organisational, communication, and problem-solving skills.

Key Accountabilities

Responsibilities include, but are not limited to:

• Serving as the main contact point for client staff to report system failures or complaints.
• Assigning a unique work number and response priority to each report based on an agreed category system.
• Communicating reports to on-site service staff and tracking status updates.
• Providing updates to client staff as required and escalating issues following agreed procedures.
• Generating monthly summary and detailed call history logs.
• Preparing monthly site reports.

Call Logging and Issuing Procedure

When receiving a call through the helpdesk number, the administrator will:

1. Collect and log detailed information from the caller, including:

• Name, location, description of the issue, and any special requirements.
• Contact details, including telephone number and email address.

1. Log all details into the CAFM system or call log and provide the caller with a unique work order number.
2. Inform supervisors or managers of urgent requests and ensure they are actioned promptly.
3. Assign work orders to suitable engineers and provide verbal and email updates to clients for major or minor plant failures within 48 hours.

Technical Skills / Knowledge

Essential:

• Experience with CAFM systems.
• GCSE or equivalent qualifications, including English and Mathematics.
• At least one year of relevant industry experience.
• Strong verbal and written communication skills.
• Excellent telephone manner and ability to prioritise workloads.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Accuracy, attention to detail, and a proactive approach to problem-solving.
• Strong organizational skills and a "can do" attitude.

Desirable:

• Previous experience in helpdesk or administration roles.
• Experience working within an office environment.

Person Specification:

• Confident and professional communicator with excellent telephone skills.
• Dynamic and adaptable approach to work.
• Smart, professional appearance and dependable team player.
• Proactive with the ability to tackle tasks of varying complexity.
• Self-motivated and capable of working independently.

If you are organised, detail-oriented, and thrive in a fast-paced environment, we would love to hear from you. This is a fantastic opportunity to join a dynamic team in the heart of London.