Helpdesk Administrator

Helpdesk Administrator

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Shift Pattern - 4 on 4 off Night shift(7pm - 7am) Location - Midland Metropolitan University Hospital, B66 2QT

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About the Role

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• Midland Metropolitan University Hospital (MMUH)
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• Sandwell Health Campus
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• City Health Campus
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• Various community healthcare properties
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The Helpdesk Administrator is responsible for managing the complete lifecycle of maintenance requests, from initial customer enquiry through to job completion and purchase order receipting.

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The role involves delivering excellent customer service, logging and managing work requests through the Maximo CAFM system, ensuring contractual Service Level Agreements (SLAs) are achieved while supporting the day-to-day operation of the Facilities Management contract.

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Working closely with engineers, supervisors, contract managers, subcontractors and NHS stakeholders, you will play a key role in ensuring maintenance requests are processed efficiently and customer expectations are met.

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Key Responsibilities

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Helpdesk & Customer Service

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• Act as the first point of contact for telephone and email enquiries.
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• Receive, log and process maintenance requests.
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• Deliver excellent customer service to both internal and external customers.
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• Set customer expectations by applying the correct Service Level Agreements (SLAs).
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• Handle customer complaints and escalate where necessary.
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• Promote customer feedback and satisfaction surveys.
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Work Order Management

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• Manage the full lifecycle of maintenance jobs from receipt through to closure.
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• Log work requests accurately within the Maximo CAFM system.
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• Allocate jobs to engineers or subcontractors.
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• Monitor open jobs and chase updates to ensure SLA compliance.
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• Schedule engineers and subcontractors appropriately.
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• Close completed work orders accurately.
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• Proactively manage jobs at risk of SLA failure.
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Administration

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• Produce regular operational and compliance reports.
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• Generate Purchase Orders using Coupa.
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• Process contractor labour records.
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• Support invoice processing and resolve subcontractor or supplier queries.
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• Maintain accurate electronic and hard-copy records.
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• Assist with document collation, filing and mail distribution.
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Operational Support

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• Work closely with:
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• Contract Managers
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• Supervisors
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• Technical Teams
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• Performance Teams
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• External Subcontractors
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• Provide supervisory cover during periods of absence.
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• Support operational projects as requested by senior management.
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• Ensure compliance with company procedures and statutory regulations.
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Hours of Work

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This is a shift-based position requiring flexibility.

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Working pattern may include:

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• Day shifts
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• Night shifts
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• Weekend shifts
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• Bank Holidays
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Helpdesk cover is provided for extended operating hours across the NHS estate.

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Skills & Experience

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Essential

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• Excellent customer service skills.
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• Strong telephone manner.
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• Good verbal and written communication.
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• Strong organisational and time management skills.
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• Ability to prioritise workload and meet deadlines.
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• Ability to work independently and as part of a team.
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• Good data entry accuracy.
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• Strong attention to detail.
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• Experience using Microsoft Office:
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• Word
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• Excel
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• Outlook
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• Ability to communicate with staff at all organisational levels.
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• Experience working to Service Level Agreements (SLAs).
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Desirable

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• Previous Facilities Management (FM) experience.
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• Experience working within a Healthcare environment.
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• Experience using CAFM systems.
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• Knowledge of:
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• Maximo
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• Coupa
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• Experience within a technical or maintenance environment.
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Qualifications

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• Minimum 5 GCSEs (Grade C/4 or above) or equivalent.
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Systems Knowledge

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Experience with the following systems would be advantageous:

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• Maximo CAFM
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• Coupa Purchasing System
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• Microsoft Office Suite
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Key Competencies

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Customer Focus

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• Delivers excellent customer service.
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• Takes ownership of customer requests.
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• Resolves issues through to completion.
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Communication

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• Excellent verbal and written communication.
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• Professional telephone manner.
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• Confident communicating with customers and stakeholders.
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Teamwork

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• Builds positive relationships.
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• Supports colleagues.
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• Works collaboratively to achieve team goals.
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Planning & Organisation

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• Prioritises workload effectively.
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• Meets deadlines.
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• Plans work efficiently.
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• Works accurately under pressure.
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Problem Solving

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• Identifies issues proactively.
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• Suggests improvements.
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Ideal Candidate Profile

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The successful candidate will have:

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• Excellent customer service experience.
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• Strong administrative and organisational skills.
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• Experience managing helpdesk or maintenance requests.
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• Ability to work in a fast-paced operational environment.
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• Experience working with SLAs and job scheduling.
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• Strong IT skills, particularly Microsoft Office.
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• Knowledge of CAFM systems such as Maximo and purchasing systems like Coupa (desirable).
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• The flexibility to work rotating day, night and weekend shifts.
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Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.