Helpdesk Administrator – Contract (Onsite)

About the role

This contract position supports the Birmingham Schools Contract across multiple school and community healthcare sites. You will be the first point of contact for service requests, managing the full maintenance workflow from initial enquiry to job completion and invoicing.

Key responsibilities

• Receive, log and allocate service calls and work requests.
• Assign tasks to engineers or subcontractors, schedule work and monitor attendance.
• Maintain job flow in the Maximo CAFM system, ensuring SLA compliance.
• Generate purchase orders for reactive, minor and preventive works using Coupa.
• Process invoices and credits, perform 3‑way matching and resolve discrepancies.
• Provide regular status updates to customers and produce management reports.
• Liaise with technical, finance, commercial and management teams to ensure contractual compliance.
• Escalate complaints, support continuous improvement and uphold health & safety procedures.

Required profile

• Excellent communication and telephone etiquette.
• Strong organisational and time‑management abilities.
• Ability to work extended hours, weekends, nights and shift patterns as needed.
• Customer‑focused mindset with a proactive approach to service delivery.

Required skills

• Maximo (CAFM system)
• Coupa procurement platform
• Experience with CAFM workflow management