Helpdesk Administrator

Contract up to 30th September

Regeneration House, B46 1JU

Fully onsite

SHEQ Statement

Equans is committed to leading our sector in sustainability. Our employees have a collective responsibility to work in a sustainable and efficient manner helping to minimise our impact on the environment whilst contributing benefits for our clients, colleagues and the community. Employees have a responsibility not to cause harm to ourselves or to others in our efforts to make safety personal. All employees are expected to work within our Sustainability and Health and Safety policies and procedures.

General Overview

The role operates across the Birmingham Schools Contracts, covering multiple school sites and a range of community properties that deliver healthcare services. Equans works in close partnership with the Schools to ensure all locations are well-maintained, compliant, and able to support high-quality service delivery.

You will be responsible for managing the full lifecycle of maintenance activity—from initial customer enquiry through to job completion and purchase order receipting. Using the Maximo system, you will deliver excellent customer service, ensuring all work orders are accurately interpreted, processed, and completed in line with operational requirements. A professional approach is essential when engaging with both internal and external customers, in accordance with the wider business scope.

The role also involves supporting colleagues with a variety of contract support tasks, contributing to the efficiency, performance and seamless service delivery across the Birmingham Schools estate. All activities must be completed within the contractually defined SLA timeframes.

Duties to Include

• Management of job flow to include receipt of calls, logging, assignment to relevant engineer or sub-contractor, scheduling and chasing of attendance and review and closure of all jobs.
• Actively manage job flow by reviewing open work and chasing the relevant party for updates to ensure completion within the required SLA.
• Allocate jobs appropriately in order to avoid SLA failures and to actively jeopardy manage all jobs.
• First point of contact for incoming telephone calls and service requests received by telephone and e-mail.
• Interpret and log work order requests, inputting details into an CAFM system.
• Understand, identify and apply the SLA for each service request and set expectation with customer, prioritising jobs appropriately.
• Deliver a proactive and customer-focused approach to service: Actively anticipate client needs and provide timely, courteous responses to all queries and requests, ensuring all issues are addressed efficiently and in accordance with service-level standards. Foster positive relationships with site users by consistently delivering helpful advice, clear communication, and updates on progress, aiming to enhance customer satisfaction and resolution outcomes.
• Support management with the collation of accurate and punctual regular reports as required.
• Close liaison with parties from all workstreams, such as the technical, finance, commercial and management teams to ensure contractual compliance and effective jeopardy management.
• Assist with generating purchase orders for Reactive/Quoted works, Minor Works and PPM using purchasing system (Coupa).
• Invoice and credit approvals – 3 Way Match, Quality checking invoice/credit for correct value and matching information to the PO, dispute discrepancies with subcontractor or suppliers. Chase appropriate party for supporting information if not in place.
• Review and update POEM and GRIR.
• Liaise with Contract Managers and Supervisors to effectively deal with subcontractor/supplier invoicing queries escalating issues where necessary to Management team.
• Processing Contractor Labor.
• Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints.
• Ensure compliance with statutory and company procedures, across all functions.