OverviewDue to recent contract awards, Totalis Solutions are actively seeking Helpdesk Administrators to work within their existing team.

The Helpdesk Administrator will be a key member of the helpdesk team, responsible for managing incoming service enquiries, scheduling engineers, and maintaining accurate records. This role requires strong organisational skills, proficiency in Microsoft Office, and the ability to thrive in a fast-paced environment.

Responsibilities

Call Handling and Scheduling

Act as the first point of contact for incoming calls, logging service requests promptly and accurately.

Schedule and allocate jobs to engineers based on priority, availability, and location.

Ensure efficient use of resources by optimising engineer schedules and minimising downtime.

Communicate job details clearly to engineers and provide updates to clients as required.

Administrative Support

Use Microsoft Word and other Office tools to prepare correspondence, reports, and job-related documents.

Maintain accurate and up-to-date records of all service requests and completed jobs.

Monitor the progress of scheduled work and update the system with relevant information.

Assist with general office administration tasks as required.

Client and Engineer Liaison

Build strong relationships with clients by providing timely and professional updates on job progress.

Act as a communication link between clients and engineers to ensure work is carried out effectively.

Handle queries or complaints, escalating issues to the appropriate manager when necessary.

System Management

Ensure all data is accurately logged and maintained in the scheduling software/system.

Regularly review completed jobs to ensure all required documentation is finalised and filed.

Support system improvements and process updates as directed.

Ideal Candidate Profile

Previous experience in an administrative role, ideally within a helpdesk or scheduling environment.

Proficient in Microsoft Office Suite, particularly Word, Excel, and Outlook.

Strong organisational and multitasking skills with attention to detail.

Excellent communication and customer service skills, both written and verbal.

Ability to work independently and as part of a team in a fast-paced environment.

Qualifications

Experience in office administration or a similar role is essential.

GCSEs (or equivalent) in English and Math are desirable.

Benefits

Competitive salary

30 days holiday per year increasing with service

Excellent employee benefits including pension schemes

Training and personal development opportunities

Free on-site parking

Skills:

Administrator, office, Microsoft Office, helpdesk, Scheduling

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