Helpdesk Administrator

Base Location:  Floor Level 4, Midland Metropolitan University Hospital,  B66 2QT 
Salary: £13.85 ph PAYE 
Working Pattern : Rotational Shift pattern 

  

EQUANS is a global leader in energy services, with nearly 100,000 employees in over 50 countries and an annual turnover of over 17 billion euros. In the UK & Ireland, EQUANS provides FM, regeneration, technical, and energy services, specialising in smart buildings, green mobility, district energy, as well as renewables. EQUANS’ 13,500 UK & Ireland employees support the transition to net zero and digital and industrial transformations. EQUANS is a Bouygues group company. 

 To respond and log the full life cycle of all maintenance work from customer enquiry to job completion. You will be expected to deliver excellent customer service, interpreting and managing work orders through the Maximo system. You will provide a professional service to all our customers, both internal and external, in all areas of contract administration in accordance with the scope of the business. You will support your team members with a variety of tasks and contribute significantly to the overall efficacy and delivery of service across the Sandwell and West Birmingham NHS sites. Ensuring all tasks are completed within contractually defined SLA’s 

 Key Responsibilities :

• First point of contact for incoming telephone calls and service requests received by telephone, fax and e-mail. 

• Interpret and log work order requests, inputting details into an in-house system. 

• Understand, identify and apply the SLA for each service request and set expectation with customer, prioritising urgent jobs. 

• Distribute works to both in-house engineers and sub-contractors to ensure work is completed and raise purchase orders where required 

• Support management with the collation of accurate and punctual regular reports as required. 

• Perform Jeopardy Management on open jobs to prevent financial penalties and service failure points 

• Arranging and ordering Supervisor and Engineer workwear via Coupa and distributing once items have been quality checked. 

• Ordering of office supplies and consumables. 

• Carry out general administrative duties in line with the departmental policies & procedures. 

• Attend contractual meetings to take minutes. 

• Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints. 

• Ensure compliance with statutory and company procedures, across all functions. 

• Promote customer feedback and surveys. 

• Provide cover to supervisory team and department administrators during absences  

 This role includes a DBS Standard check therefore ability to pass is essential. 

 What happens next? 

Your application and CV will be carefully reviewed by the recruitment team managing this position. If your experience matches the role requirements, we will contact you within 48 hours to discuss the opportunity and outline the next steps.