Service Desk Administrator

Role Purpose

To provide comprehensive administrative support to the Service Desk team within a fast-paced and dynamic environment. The role involves supporting daily operations through accurate data management, effective coordination, and high standards of customer service, ensuring the smooth and efficient running of service desk activities.

Key Responsibilities

• Provide high-quality administrative support to the Service Desk and wider office team, including data entry, document preparation, filing, and general coordination.
• Maintain accurate records and ensure all administrative processes are completed efficiently and to a high standard.
• Work collaboratively with colleagues across departments on a variety of tasks and projects, ensuring clear communication and timely completion of all assigned work.
• Act as a key point of contact for field engineers, coordinating callouts and managing schedules.
• Provide administrative support to engineers, including arranging parking, uniforms, and equipment requirements.
• Manage incoming calls via the Avaya telephone system, handling new enquiries, service requests, and general queries in a professional and timely manner, while consistently delivering a high standard of customer service.
• Monitor and manage the shared inbox, ensuring all emails are responded to promptly, prioritised appropriately, and accurately filed.
• Maintain and update the CRM system (CASH), ensuring the accuracy and integrity of customer data.
• Carry out regular data cleansing and system updates, with full training provided.
• Support stock management processes by ordering materials and supplies from approved suppliers in line with engineer requirements.
• Maintain well-organised and controlled storage areas.
• Oversee general office administration duties, including filing, shredding, post handling (including franking), and maintaining a clean, organised, and efficient working environment.
• Manage stationery orders and ensure office supplies are consistently available and appropriately organised.
• Investigate and resolve customer queries efficiently and professionally, ensuring a positive customer experience.
• Escalate issues where necessary and follow through to resolution.

Candidate Requirements

• Proven administrative experience within a professional office environment.
• Strong IT proficiency, with experience using Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Excellent organisational and time management skills, with the ability to manage multiple priorities, meet deadlines, and maintain a high level of accuracy in a fast-paced environment.
• Demonstrates a consistently high level of attention to detail and accuracy across all tasks.
• Strong written and verbal communication skills, with the ability to build and maintain effective working relationships at all levels.
• Ability to handle sensitive and confidential information with professionalism, integrity, and discretion.
• Professional, approachable, and customer-focused, with a proactive and positive attitude.
• Reliable and punctual, with a strong sense of responsibility and commitment to supporting team objectives.

Benefits

[Employer hidden — sign up to reveal] offers a comprehensive benefits package including virtual GP, salary finance, flexible lifestyle benefits platform (Choices), high street discounts, cycle-to-work scheme, life cover, enhanced pension, save-as-you-earn, and [Employer hidden] Stars recognition. [Employer hidden — sign up to reveal] is part of the [Employer hidden — sign up to reveal] family.

About [Employer hidden — sign up to reveal]

Since 1987, [Employer hidden — sign up to reveal]’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools. Join our [Employer hidden — sign up to reveal] Team.