Help Desk Administrator - #2193157

Location: Coleshill, Birmingham

Hours: Monday to Friday, 9:00am - 5:00pm (37.5 hours per week)

Contract Type: Full-Time, Office-Based

Benefits: Free on-site parking

Role:

We are seeking an experienced and proactive Administrator to support the delivery of reactive and planned hard services maintenance activities across a portfolio of approximately 20 PFI school sites. Working within a team of around 30 office-based employees, you will play a pivotal role in ensuring maintenance work orders are effectively managed from initial request through to completion.

The successful candidate will take ownership of Jeopardy Management, proactively monitoring jobs approaching Service Level Agreement (SLA) deadlines, coordinating with stakeholders, and helping to minimise contractual deductions through effective administration and communication.

Key Responsibilities

• Monitor maintenance work orders from initial helpdesk request through to completion.
• Track progress of reactive and planned maintenance activities across the schools portfolio.
• Proactively manage jobs approaching SLA deadlines and escalate concerns when necessary.
• Liaise with engineers, caretakers, subcontractors, and operational teams to ensure timely completion of works.
• Obtain and monitor ETAs, job updates, and completion documentation.
• Ensure maintenance activities remain compliant with contractual requirements.
• Maintain accurate records and job information within internal management systems.
• Support reporting requirements and performance monitoring activities.
• Work closely with operational teams to improve SLA performance and reduce service deductions.
• Provide general administrative support to the Facilities Management team.

About You

To be successful in this role, you will be highly organised, detail-oriented, and confident in managing multiple priorities within a fast-paced environment.

Essential Requirements

• Previous administration experience within a busy office environment.
• Excellent organisational and time management skills.
• Strong communication and stakeholder management abilities.
• Confident in chasing updates and escalating issues where required.
• Ability to work independently and prioritise workload effectively.
• Good working knowledge of Microsoft Office, particularly Outlook and Excel.
• Strong attention to detail and accuracy in record keeping.