Guidant Global
Helpdesk Administrator
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Helpdesk Administrator
Shift Pattern – 4 on 4 off
Night shift (7pm – 7am)
Location: Midland Metropolitan University Hospital, B66 2QT
About the Role
Midland Metropolitan University Hospital (MMUH)
- Sandwell Health Campus
- City Health Campus
- Various community healthcare properties
The Helpdesk Administrator is responsible for managing the complete lifecycle of maintenance requests, from initial customer enquiry through to job completion and purchase order receipting.
The role involves delivering excellent customer service, logging and managing work requests through the Maximo CAFM system, ensuring contractual Service Level Agreements (SLAs) are achieved while supporting the day-to-day operation of the Facilities Management contract.
Working closely with engineers, supervisors, contract managers, subcontractors, and NHS stakeholders, you will play a key role in ensuring maintenance requests are processed efficiently and customer expectations are met.
Key Responsibilities
Helpdesk & Customer Service
- Act as the first point of contact for telephone and email enquiries.
- Receive, log, and process maintenance requests.
- Deliver excellent customer service to both internal and external customers.
- Set customer expectations by applying the correct Service Level Agreements (SLAs).
- Handle customer complaints and escalate where necessary.
- Promote customer feedback and satisfaction surveys.
Work Order Management
- Manage the full lifecycle of maintenance jobs from receipt through to closure.
- Log work requests accurately within the Maximo CAFM system.
- Allocate jobs to engineers or subcontractors.
- Monitor open jobs and chase updates to ensure SLA compliance.
- Schedule engineers and subcontractors appropriately.
- Close completed work orders accurately.
- Proactively manage jobs at risk of SLA failure.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Administration
- Produce regular operational and compliance reports.
- Generate Purchase Orders using Coupa.
- Process contractor labour records.
- Support invoice processing and resolve subcontractor or supplier queries.
- Maintain accurate electronic and hard-copy records.
- Assist with document collation, filing, and mail distribution.
Operational Support
- Work closely with:
- Contract Managers
- Supervisors
- Technical Teams
- Performance Teams
- External Subcontractors
- Provide supervisory cover during periods of absence.
- Support operational projects as requested by senior management.
- Ensure compliance with company procedures and statutory regulations.
Hours of Work
This is a shift-based position requiring flexibility.
Working pattern may include:
- Day shifts
- Night shifts
- Weekend shifts
- Bank Holidays
Helpdesk cover is provided for extended operating hours across the NHS estate.
Skills & Experience
Essential
- Excellent customer service skills.
- Strong telephone manner.
- Good verbal and written communication.
- Strong organizational and time management skills.
- Ability to prioritise workload and meet deadlines.
- Ability to work independently and as part of a team.
- Good data entry accuracy.
- Strong attention to detail.
- Experience using Microsoft Office:
- Word
- Excel
- Outlook
- Ability to communicate with staff at all organisational levels.
- Experience working to Service Level Agreements (SLAs).
Desirable
- Previous Facilities Management (FM) experience.
- Experience working within a Healthcare environment.
- Experience using CAFM systems.
- Knowledge of:
- Maximo
- Coupa
- Experience within a technical or maintenance environment.
Qualifications
- Minimum 5 GCSEs (Grade C/4 or above) or equivalent.
Systems Knowledge
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Experience with the following systems would be advantageous:
- Maximo CAFM
- Coupa Purchasing System
- Microsoft Office Suite
Key Competencies
Customer Focus
- Delivers excellent customer service.
- Takes ownership of customer requests.
- Resolves issues through to completion.
Communication
- Excellent verbal and written communication.
- Professional telephone manner.
- Confident communicating with customers and stakeholders.
Teamwork
- Builds positive relationships.
- Supports colleagues.
- Works collaboratively to achieve team goals.
Planning & Organisation
- Prioritises workload effectively.
- Meets deadlines.
- Plans work efficiently.
- Works accurately under pressure.
Problem Solving
- Identifies issues proactively.
- Suggests improvements.
- Escalates concerns appropriately.
Accountability
- Takes ownership of responsibilities.
- Delivers commitments.
- Works with minimal supervision.
Health, Safety & Sustainability
All employees are expected to:
- Follow Company’s Health & Safety policies.
- Support sustainability initiatives.
- Minimise environmental impact.
- Work safely and responsibly at all times.
Compliance
This role is subject to a Standard DBS Check. Successful candidates must be able to pass the required background screening.
Ideal Candidate Profile
The successful candidate will have:
- Excellent customer service experience.
- Strong administrative and organisational skills.
- Experience managing helpdesk or maintenance requests.
- Ability to work in a fast-paced operational environment.
- Experience working with SLAs and job scheduling.
- Strong IT skills, particularly Microsoft Office.
- Knowledge of CAFM systems such as Maximo and purchasing systems like Coupa (desirable).
- The flexibility to work rotating day, night, and weekend shifts.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills