helpdesk Administrator

Helpdesk Administrator – Upminster Essex £30/31k Department/Site: Office Reporting To: Helpdesk Supervisor Overall Purpose: The Helpdesk Administrator is responsible for supporting the Helpdesk team by ensuring all work is documented and tracked accurately, including call outs, quotations, periodicals, and other contract management activities. The role involves managing client portfolios, building strong relationships with clients and contractors, handling high volumes of calls and emails professionally, and ensuring timely processing of all jobs while maintaining business KPIs. Key Responsibilities: Manage assigned client accounts, developing strong knowledge of each client to ensure high levels of service. Support Contract Managers in implementing new processes and service delivery via the Helpdesk team. Organise internal phone systems and allocate engineer appointments for assigned sites. Monitor shared Helpdesk mailbox, ensuring timely response to emails and calls. Provide first-line responses to incoming calls, attempting to resolve queries before escalation. Handle deliveries, verify purchase orders, and update internal systems and paperwork accordingly. Process call outs, quotes, purchase orders, and client correspondence, ensuring timely and accurate updates in the system. Maintain subcontractor contract forms, set up new PPM contracts/manuals, and assist with contract renewals. Organise engineers’ daily schedules and process weekly service sheets, updating systems as required. Follow up with clients for outstanding quotes and maintain logs of progress. Generate weekly reports from internal systems on engineer jobs and prepare paperwork for invoicing. Ensure all tasks are completed with accuracy, transparency, and in line with company KPIs. Skills & Competencies: Excellent organisational skills and attention to detail. Strong communication skills, both verbal and written. Ability to manage multiple tasks and prioritise effectively. Proficient in office software and internal management systems. Professional, courteous manner when dealing with clients, contractors, and colleagues. Able to work under pressure and meet deadlines. Working Hours: 08:30 – 17:30, office-based. £30/31k basic salary 20 days annual leave 8 bank holidays Full time office role Pension

Location: Upminster, GB

Posted Date: 11/6/2025