Guidant Global
Helpdesk Administrator
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Helpdesk Administrator — Job Description
Location: Northern Batch Direct Tameside Ol6 9Rw Ah290, OL6 9RW
Job type: Contract (19th October 2026 – 30th April 2027), full-time, Mon - Fri
Working hours: 37.5 hours per week
Role overview
Our company is recruiting a Helpdesk Administrator for its office in Tameside General Hospital in Ashton Under Lyne. The role is part of the Helpdesk Operations team and involves delivering excellent customer service while supporting the effective operation of facilities-management services.
Key responsibilities
- Raise reactive work orders from emails and telephone calls received from clients.
- Prioritise urgent jobs logged by clients.
- Dispatch jobs to engineers, PDA users or subcontractors.
- Book reactive work with subcontractors and ensure the necessary paperwork is completed.
- Chase engineers and subcontractors to ensure work orders are completed within the agreed service levels.
- Monitor dashboards and systems to ensure adherence to all service-level agreements.
- Run reports on CAFM systems.
- Manage daily jeopardy reports to avoid KPI deductions.
- Escalate concerns to the management team.
- Monitor and rectify overlapping labour in the CAFM system.
- Ensure contract expectations are met by dispatching jobs efficiently.
- Ensure compliance with company procedures across all functions.
- Understand, identify and apply the Service Level Agreement for each service request.
- Contribute to reducing customer complaints.
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Essential skills and experience
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Your very own career expert that helps elevate your application to the next level.
- Experience managing a workload using a CAFM system.
- Proficiency in Microsoft Office programmes.
- Previous experience working on a helpdesk or call-centre environment.
- Ability to work independently and demonstrate initiative.
- Good analytical and organisational skills.
- Excellent communication and customer-service skills.
- Ability to deal confidently with management, customers and suppliers.
- Ability to balance and prioritise workload.
- Ability to work to deadlines and follow procedures.
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