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Date Added: Mon 28/06/2021

Service Desk Administrator

London, UK
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Job Type: Permanent, FullTime

Salary: £23000 - £27000/annum

Service Desk Administrator

Reporting to Team Leader/Office Management Team
Based Crayford Offices in Kent
Hours of Work 08.00 - 17.00
Salary starting on £23 - £27k depending on experience and qualification

JDS are looking for an experienced Service Desk Administrator to join their team in Crayford, Kent. Using our current CRM system Big Change, we are working towards being a fully electronic/paperless company.

Previous experience using this system is advantageous but full training will be provided. The successful candidate must have previous experience in a Helpdesk/Service Desk role scheduling works with engineers, subcontractors and clients alike. You will need to be able to manage your own workload and prioritise tasks in a fast-paced environment where every day is different! As with majority of service desk roles, the chosen candidate may be required to work additional hours to ensure works are completed to the time frames allocated.

At JDS career progression is highly encouraged and future opportunities of applying for team leader and management positions will be available to those who show the desire and commitment to take the next step and responsibilities.

Job Description

The purpose of the role will be to work with JDS clients and JDS M&E engineering and fabric staff plus subcontractors on site to maintain service delivery and quality of service as per our contract with a pro-active approach. This includes but is not limited to:

* First point of contact for client enquiries by email or telephone

* Prioritising and logging callouts on internal system Big Change (full training will be provided)

* Responsible for a team of engineers, subcontractors and sites

* Scheduling planned and reactive maintenance, callouts and remedial jobs

* Providing clients with works progress via internal CRM system, customer online portals, emails and telephone contact. Attending meetings (face to face/conference call) where necessary

* Processing of engineering/subcontractor paperwork and completing KPI spreadsheets

* Raising purchase orders for materials and subcontractor works

* Processing of supplier/subcontractor invoices on our internal systems

* Providing quotations following on from engineering visits

* Running and processing reports, providing reports and analysing data and reporting findings and solutions to challenges to the Management Team

* Updating and producing the Monthly report to present on a monthly basis to the senior management team

* Processing of Engineer Holiday forms

* Creating callout rotas for engineering team

* Take instruction from Operations teams as required

* To investigate and resolve customer problems in a timely manner

The role requires the following qualifications and experience

* Previous experience of working as a Service Desk / Helpdesk Administrator/Co-Ordinator

* Appropriate level of data protection, security awareness and confidentiality awareness

* Highly organised, methodical, attention to detail and efficient

* Highly IT Literate using Microsoft Office - Word, Excel and Outlook

* Previous experience of working in a very busy environment

* High level of written communication skills and numeracy

* Excellent telephone manner

* Able to pick up new systems easily, adapt to the environment and work well as part of a team and individually

* Punctual, friendly and confident person

* Ability to cope with a busy and high pressured environment

* Ability to be able to use own initiative

* Results and Customer service focused

* Flexible and open to change

* Consistently display positive, professional and approachable behaviours - displaying the company behaviours

* Flexibility to travel when required eg meetings with clients on sites

Other Information

Working Hours Monday - Friday, 8am - 5pm

Hot desk role - working at various locations within the office building.

Overtime available

25 days holiday plus bank holidays

Pension scheme available

Death in Service cover available

Healthcare scheme available after two years

3-month probationary period

Sociable company with regular events throughout the year

Welcoming environment and friendly team

Progression and training available

Full training on company specific/internal systems (Planon/Big Change) will be provided Appointment is subject to a successful interview, completion of application form, an enhanced Disclosure and Barring Service (DBS) check and two satisfactory references.

Some of our vacancies receive high numbers of applications and we may close the vacancy early when we have reached a maximum number of applications, you are advised to submit your application as early as possible
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