An exciting opportunity has arisen for an organised and customer-focused Helpdesk Service Administrator to join a growing company operating within the HVAC and facilities management sector.

Supporting clients nationwide, you'll play a pivotal role in ensuring service requests are handled efficiently, engineers are scheduled effectively, and customer expectations are consistently exceeded.

This is a fast-paced and varied position, ideal for someone with strong administrative and customer service skills who enjoys working in a busy service environment.

Monday to Friday 8am – 5pm with one hour break or 8.30am – 5pm with 30 mins break.

Key Responsibilities

Customer Service & Helpdesk Support

• Act as the first point of contact for customers via telephone and email.
• Log reactive service calls accurately onto the service management system.
• Provide customers with updates regarding engineer attendance and job progress.
• Maintain excellent levels of customer service and professional communication.

Scheduling & Coordination

• Raise and issue work orders to engineers.
• Schedule engineers for reactive breakdowns, planned maintenance visits (PPMs), and quoted works.
• Manage engineer diaries to maximise productivity and minimise travel time.
• Liaise with engineers, suppliers, subcontractors, and customers to coordinate works effectively.

Service Administration

• Update job statuses throughout the day to reflect progress accurately.
• Monitor Service Level Agreements (SLAs) and ensure response times are achieved.
• Chase outstanding job sheets, service reports, photographs, and documentation.
• Review completed paperwork to ensure all required information has been provided before closing jobs.
• Update customer portals where required.

Purchasing & Documentation

• Raise purchase orders and record supplier information.
• Monitor parts orders and update jobs accordingly.
• Ensure all documentation, including certificates, commissioning sheets, service records, and photographs, is uploaded and stored correctly.
• Support job costing and invoice preparation by ensuring records are complete and accurate.

About You

Essential Skills & Experience

• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• High level of accuracy and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong IT skills, including Microsoft Office applications.
• Ability to work independently and as part of a team.
• Experience within a service desk, helpdesk, scheduling, or service administration role would be beneficial but not essential.

Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training, and skills. If we do not have anything suitable, we will not keep your CV for more than 30 days.

As an equal opportunity employer, Bucks and Berks Recruitment is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.