Service desk administrator

Service Desk Administrator
Location: Crayford, Kent
Hours: Monday – Friday, 08:00 – 17:00
Salary: Up to £28,000/29,000.00
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The Company
A growing and well-established Building Services and Facilities Maintenance provider delivering HVAC, Mechanical, Electrical and Compliance solutions to commercial clients across London and the South East.
With a reputation built on service excellence, technical expertise and long-term client relationships, the business continues to expand and invest in its people. Employees are encouraged to develop their careers through ongoing training, internal progression opportunities and exposure to a diverse client portfolio.
Due to continued growth, an opportunity has arisen for a Service Desk Administrator to join the operations team at their Kent office.
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The Role
As a Service Desk Administrator, you will play a key role in supporting the delivery of maintenance and reactive services to clients across a range of commercial contracts.
Acting as the first point of contact for clients and engineers, you will coordinate works, manage service requests and ensure jobs are completed efficiently whilst maintaining excellent customer service standards.
This is a fast-paced position that would suit a highly organised individual who enjoys problem-solving, multitasking and working within a busy operations environment.
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Key Responsibilities
- Managing incoming client enquiries via telephone and email.
- Scheduling and coordinating engineers for planned and reactive works.
- Prioritising service requests and ensuring SLA requirements are met.
- Monitoring engineer availability, holidays and call-out rotas.
- Providing clients with regular updates on job progress and completion.
- Updating internal CRM and client portals with accurate information.
- Processing engineer and subcontractor paperwork.
- Raising purchase orders for materials and subcontractor works.
- Producing quotations following engineering visits.
- Processing supplier and subcontractor invoices.
- Maintaining KPI trackers and operational reports.
- Producing monthly performance reports for management review.
- Investigating and resolving customer issues in a professional and timely manner.
- Supporting the wider operations team with administrative duties as required.
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About You
The successful candidate will have:
- Previous experience within a Service Desk, Helpdesk, Scheduling or Coordinator position.
- Experience working within a fast-paced service, maintenance or facilities environment.
- Strong organisational and time management skills.
- Excellent communication skills, both written and verbal.
- A confident and professional telephone manner.
- Strong Microsoft Office skills, particularly Excel, Outlook and Word.
- The ability to prioritise workload and work under pressure.
- High attention to detail and accuracy.
- A proactive approach with strong problem-solving abilities.
- The ability to work independently whilst contributing to a team environment.
- A customer-focused mindset and positive attitude.
Experience within Facilities Management, HVAC, Building Services or Engineering environments would be highly advantageous.
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Salary and Benefits
- Salary up to £28,000 depending on experience.
- Monday to Friday working hours.
- 25 Days Holiday + Bank Holidays.
- Additional Day Off for Your Birthday.
- Company Pension Scheme.
- Life Assurance Cover.
- Healthcare Scheme (following qualifying period).
- Employee Benefits Platform.
- Regular Company Events and