Helpdesk Service Administrator

About the role

The Helpdesk Service Administrator will act as the first point of contact for customers, handling telephone and email enquiries and ensuring service requests are logged and processed efficiently.

Key responsibilities

• Log reactive service calls accurately into JobLogic and raise work orders for engineers.
• Schedule engineers for breakdowns, planned preventative maintenance (PPM) and quoted works, monitoring attendance and updating customers on arrival times.
• Maintain engineer diaries to maximise productivity and minimise travel time.
• Update job statuses throughout the day, chase outstanding job sheets, photographs and engineer reports.
• Raise purchase orders, record supplier information and track parts ordering within JobLogic.
• Allocate completed jobs for quotation where additional works are identified.
• Produce customer reports, service updates and weekly operational reports.
• Monitor service level agreements (SLAs) and ensure response times are met, escalating urgent jobs to the Service Manager.
• Support invoice preparation by ensuring jobs are complete and accurate before handover to accounts.

Required profile

Required skills

• JobLogic