Helpdesk Administrator – Basingstoke

We are seeking a proactive and highly organised Helpdesk Administrator to join our team in Basingstoke. The successful candidate will play a key role in coordinating service requests, supporting engineers and contractors, and ensuring the smooth operation of our CAFM system and service delivery processes.

Key Responsibilities

Customer & Communication

• Communicate effectively with internal and external customers to capture, record, and distribute service calls through the CAFM system.

• Provide phone cover and inbox monitoring as required by the Team Leader.

• Deliver a professional, efficient, and effective service experience at all times.

Work Order Management

• Raise new work orders for Contract Managers and reactive work orders for engineers.

• Review all incoming work orders to ensure accuracy of problem codes, site details, contact information, and job descriptions.

• Allocate and schedule work orders to engineers or subcontractors.

• Monitor delays and ensure SLA compliance.

• Conduct daily reviews of work orders in “Return,” “Rejected,” and “Awaiting Parts” statuses and update/assign accordingly.

• Complete and close work orders once all documentation is received.

Engineer & Subcontractor Coordination

• Manage engineer downtime and ensure they are briefed on emergency works or urgent jobs.

• Chase subcontractors for attendance dates, updates, and required documentation (such as RAMS).

• Arrange site escorts where required.

• Check subcontractor paperwork to ensure accuracy of times, descriptions, and job details.

• Make corrections to engineer time records and job alignment when needed.

Admin & Compliance

• Monitor CCC/central inboxes for closure paperwork and updates.

• Review performance reports and take corrective actions to improve results.

• Action escalations for outstanding remedial tasks.

• Raise system issues (e.g., jobs not closing correctly) with the appropriate support teams.

• Hire equipment when required to support operations.

• Provide support and cover for other regions when necessary.

Performance

• Work towards individual performance targets and contribute to the wider team’s objectives.

• Support Contract Managers with administrative and operational requirements.