Job Description
YOU MUST HAVE FACILITIES MANAGEMENT HELPDESK EXPERIENCE TO BE CONSIDERED FOR THIS ROLE
FM Helpdesk Administrator
Role & Responsibilities
Customer Engagement & Support
- Engage with clients to understand their facilities management needs and allocate appropriate resources.
- Manage inbound calls and emails, logging all details accurately in the JobLogic CRM system.
- Provide updates to clients regarding the status of their requests and planned works.
- Ensure service level agreements (SLAs) are adhered to and escalate issues where necessary.
Job Management & Scheduling
- Schedule reactive and planned maintenance jobs using JobLogic.
- Coordinate with engineers and subcontractors to ensure timely attendance and job completion.
- Update job records in JobLogic with real-time information on progress and completion.
- Monitor outstanding jobs and proactively communicate with stakeholders.
CRM & Administrative Duties
- Maintain accurate client and job information in JobLogic.
- Generate reports from JobLogic on job status, SLA compliance, and customer satisfaction.
- Assist with the administration of compliance documentation and service reports.
- Identify system improvements and assist with CRM system enhancements.
Team Collaboration
- Work closely with operational teams to ensure service delivery excellence.
- Participate in team meetings and share best practices for customer management.
- Support colleagues during busy periods to maintain service continuity.
- Provide mentorship to new team members on the use of JobLogic and helpdesk processes.
Qualifications & Skills
- Experience working on a busy facilities management helpdesk.
- Proficiency with CRM systems, preferably JobLogic.
- Excellent communication and customer service skills.
- Strong organizational and problem-solving abilities.
- Ability to multitask and prioritize in a high-pressure environment.
- Proficient in Microsoft Office Suite (Teams, Word, Excel, Outlook).
- Flexible and adaptable to meet changing operational needs.
- Team player with a proactive attitude towards continuous improvement.
REF-(Apply online only)
