The Helpdesk Administrator will play a key role within ISS Facility Services, supporting the banking contract by providing essential helpdesk solutions to the client. The central helpdesk is responsible for managing reactive maintenance requests, coordinating planned preventative maintenance activities, and ensuring accurate cost and budget tracking. This role requires strong organisational skills and attention to detail to ensure a seamless and efficient service delivery, contributing to the smooth operation of the client's facilities.
Key Responsibilities
Planned preventative maintenance, cost, and budget tracking. Ensure all supply-chain jobs are processed in line with the agreed SLAs and priority response times. Feedback information or any issues that may affect the contract performance or cause client dissatisfaction. Update the CAFM system with the latest status and comments relating to jobs issued to the supply chain. Ensure the customer is kept aware of the progress of a job and any reasons for delay relating to the supply chain. Encourage customer feedback and promote a feeling of involvement by maintaining contact with the customer and carrying out customer service feedback questionnaires. Respond in a professional and courteous manner to every customer, recording all requests for service to accurately reflect correct priority for work based on health, safety, business criticality and customer expectation. Administer the CAFM system, ensuring information is correct and kept up to date. Maintain awareness and contribute to the achievement of KPI and quality standards. Ensure timely management of complaints, maintaining efficient and professional communications with all parties.
Product Knowledge and Industry Experience
Strong Oral and Written Communication Skills Motivational Skills, Results-Oriented Ability to prioritise Excellent customer service orientation with a good understanding of customer complaint handling Enthusiastic and effective team player Receptive to change Ability to learn quickly Ability to work with a number of different systems consecutively Ability to organise workload and multi-task where necessary Self-motivated
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
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Key Responsibilities
Planned preventative maintenance, cost, and budget tracking. Ensure all supply-chain jobs are processed in line with the agreed SLAs and priority response times. Feedback information or any issues that may affect the contract performance or cause client dissatisfaction. Update the CAFM system with the latest status and comments relating to jobs issued to the supply chain. Ensure the customer is kept aware of the progress of a job and any reasons for delay relating to the supply chain. Encourage customer feedback and promote a feeling of involvement by maintaining contact with the customer and carrying out customer service feedback questionnaires. Respond in a professional and courteous manner to every customer, recording all requests for service to accurately reflect correct priority for work based on health, safety, business criticality and customer expectation. Administer the CAFM system, ensuring information is correct and kept up to date. Maintain awareness and contribute to the achievement of KPI and quality standards. Ensure timely management of complaints, maintaining efficient and professional communications with all parties.
Product Knowledge and Industry Experience
Strong Oral and Written Communication Skills Motivational Skills, Results-Oriented Ability to prioritise Excellent customer service orientation with a good understanding of customer complaint handling Enthusiastic and effective team player Receptive to change Ability to learn quickly Ability to work with a number of different systems consecutively Ability to organise workload and multi-task where necessary Self-motivated
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
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