Helpdesk Service Administrator

Helpdesk Service Administrator – Key Responsibilities

• Act as the first point of contact for customers via telephone and email.
• Log reactive service calls accurately into JobLogic.
• Raise and issue work orders to engineers using JobLogic.
• Schedule engineers for reactive breakdowns, planned maintenance (PPMs), and quoted works.
• Monitor engineer attendance and update customers on arrival times where required.
• Manage engineer diaries to maximise productivity and minimise travel time.
• Update job statuses throughout the day within JobLogic.
• Chase outstanding job sheets, photographs, and engineer reports.
• Review completed job sheets to ensure all required information has been provided before closing jobs.
• Raise purchase orders and record supplier information within JobLogic.
• Update jobs when parts are ordered, received, or awaiting delivery.
• Change job statuses (e.g. Awaiting Parts, Parts to Fit, Completed) to ensure accurate workflow.
• Allocate completed jobs for quotation where additional works have been identified.
• Ensure customer portals are updated where applicable.
• Produce customer reports and service updates.
• Assist with planning and scheduling Planned Preventative Maintenance (PPM) visits.
• Monitor service level agreements (SLAs) and ensure response times are achieved.
• Escalate urgent or overdue jobs to the Service Manager.
• Liaise with engineers, suppliers, subcontractors, and customers to coordinate works.
• Ensure all documentation is uploaded to JobLogic, including F-Gas records, commissioning sheets, certificates, and photographs.
• Support invoice preparation by ensuring jobs are complete and accurate before handover to accounts.
• Maintain accurate asset information and customer records within JobLogic.
• Produce weekly reports on outstanding jobs, quotations, engineer utilisation, and PPM compliance.
• Support continuous improvement of service processes and JobLogic workflows.
• Maintain high standards of customer service and professional communication at all times.
• Work closely with the Service Manager to prioritise workloads and resolve customer escalations.

JobLogic Responsibilities

• Log all reactive and planned jobs.
• Schedule engineers efficiently.
• Allocate and reallocate jobs as priorities change.
• Update job progress in real time.
• Manage engineer time sheets and travel records.
• Process purchase orders and supplier costs.
• Update asset records and customer information.
• Track quoted works and follow-up actions.
• Monitor SLA performance and overdue jobs.
• Produce operational reports and KPIs.
• Ensure all job documentation is uploaded before completion.
• Assist with job costing by ensuring labour, materials, and subcontractor costs are accurately recorded.

Key Skills

• Excellent customer service and communication skills.
• Strong organisational and planning ability.
• Experience using JobLogic (preferred).
• Ability to prioritise multiple tasks in a fast-paced environment.
• Good IT skills, including Microsoft Office.
• Attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Experience within facilities management, HVAC, building services, or maintenance operations is desirable.

This role ensures that customer requests are handled efficiently, engineers are utilised effectively, and all operational data is accurately maintained within JobLogic to support service delivery, customer satisfaction, and business performance.