Facilities Helpdesk Administrator

Facilities Helpdesk Administrator - Hebburn - HVAC Contractor

CBW Staffing Solutions are working with a leading company within the HVAC industry, we are seeking a dedicated Helpdesk Administrator to provide comprehensive services to a wide range of commercial and industrial clients.

As a Helpdesk Administrator, you will be the first point of contact for our clients, handling all helpdesk inquiries and ensuring a smooth and efficient service.

This is a permanent position, based in Hebburn, Tyne & Wear.

Package:

• Competitive salary between £25,000 - £28,000 per annum (depending on experience) 
  
  
• Core hours are Monday - Friday (40 hours per week) 
  
  
• 25 days annual leave plus bank holidays 
  
  
• Training, development & progression opportunities
  
  

• Managing and responding to incoming service requests via phone, email, and our helpdesk system
  
  
• Logging and categorising service requests, assigning tasks to the appropriate teams, and tracking progress
  
  
• Coordinating with internal teams and external contractors to ensure prompt resolution of issues
  
  
• Monitoring and reporting on helpdesk performance, ensuring SLAs are met
  
  
• Maintaining and updating helpdesk databases and documentation
  
  
• Providing exceptional customer service and keeping clients informed of progress on their requests
  
  
• Assisting with general administrative duties as needed within the facilities management team
  
  

• Previous experience in a similar helpdesk or customer service role, preferably within facilities management or a related industry is highly desirable
  
  
• Excellent communication skills with a strong customer service focus
  
  
• Strong IT skills and experience with helpdesk software or CAFM systems
  
  
• Ability to prioritise tasks, manage multiple requests, and work well under pressure
  
  
• A proactive and problem-solving approach, with attention to detail
  
  
• Team player with excellent organisational and time-management skills