Helpdesk Administrator

at  Graham Group

ABOUT US

GRAHAM FM is a subsidiary of the GRAHAM Group. At GRAHAM FM, we’re not just one of the UK’s leading Total FM providers - we’re also a trusted partner, committed to enhancing the experience and making the lives of our clients’ easier.

Energised by continued growth, and boasting an annual turnover in excess of £1b per annum, we’re committed to investing in our people and creating the conditions for them to excel. We deliver fully integrated facilities management services across the UK and Ireland. The core disciplines we offer are:

• Building Fabric and Mechanical & Electrical (M&E) Maintenance Services
• Projects and Minor Works
• Compliance Services
• Fire and Security Services
• Energy Services
• Traffic Management.

ABOUT THE ROLE

At GRAHAM, we’re not just one of the UK’s leading Total FM providers - we’re also a trusted partner, committed to enhancing the experience and making the lives of our clients’ easier. We are seeking a Helpdesk Administrator to join us to help us create a hassle-free environment for our clients and engineers.

THE HELPDESK ADMINISTRATOR WILL BE RESPONSIBLE FOR:

• Logging calls / jobs on the Control Hub database utilizing service software (IFS). Calls / jobs may be received by telephone, email or in person.
• Allocating works orders to directly employed maintenance team and / or supply chain.
• Tracking job progress against pre-determined KPI’s including maximum allowable response and rectification times and implementing escalation procedures.
• Report back to clients and contract staff on job progress and completion – produce reports.
• Uploading and amending asset information as held in the Control Hub database
• Operating paper based systems as necessary to compliment the operating software including back-up systems.
• General administration duties as and when required.
• Any other duties required to ensure an effective and efficient helpdesk service is delivered in accordance with GRAHAM ISO management systems and Quality Control procedures.
  Please note that Applicants will not be expected to meet any (or all) of the desirable criteria to be considered for interview. Desirable criteria will only be used as part of the shortlisting process in the event there are a large number of Applicants. We are committed to developing a diverse and inclusive workforce and particularly welcome applications from females and individuals from a minority ethnic background who are currently under represented in our industry.