Helpdesk Administrator

Location - Floor Level 4, Midland Metropolitan University Hospital, B66 2QT
Contract Length - 20th Sep 2026 - 1 Jan 2027

Mon - Fri working, 37.50 hours per week
Shift Pattern - 7am - 3pm, 9am to 5pm and 11am to 7pm on a ROTA system some weekend work maybe required.

Pay Rate - 13.85 Per Hour

General Overview

The Helpdesk Operator will be based across the Sandwell and West Birmingham NHS Trust estate, including Sandwell Health Campus, City Health Campus, Midland Metropolitan University Hospital (MMUH) and community healthcare properties.

The role is responsible for managing the full lifecycle of maintenance work, from customer enquiry through to job completion and purchase order receipting. The post holder will provide excellent customer service, manage work orders through the Maximo CAFM system and ensure all tasks are completed within contractual SLAs.

Key Responsibilities

• Receive and log customer requests and maintenance calls via telephone and email.
• Manage the full job flow, including allocation to engineers/subcontractors, scheduling, attendance chasing and job closure.
• Monitor open jobs and proactively chase updates to ensure SLA compliance.
• Prioritise and allocate jobs appropriately to minimise SLA failures.
• Accurately interpret and record work orders within the Maximo CAFM system.
• Understand and apply the appropriate SLA to each service request.
• Provide professional customer service to internal and external customers.
• Assist with generating purchase orders for Reactive/Quoted Works, Minor Works and PPM using Coupa.
• Liaise with Contract Managers and Supervisors regarding subcontractor/supplier invoicing queries.
• Process contractor labour.
• Support the preparation of accurate and timely reports.
• Escalate complaints and support activities to improve customer service.
• Ensure compliance with statutory, company and contract procedures.
• Promote customer feedback and surveys.
• Provide cover to the supervisory team during absences.
• Support the Operations Team and Senior Managers with projects as required.

Essential Experience & Skills

• 5 GCSEs at Grade C or above/equivalent.
• Excellent interpersonal skills and telephone manner.
• Experience of data inputting, administration and telephone systems.
• Strong written and verbal communication skills.
• Strong IT skills, including Microsoft Office, Word and Excel.
• Excellent organisation and time-management skills.
• Ability to prioritise workload, meet deadlines and follow procedures.
• Ability to work independently and use own initiative.
• Ability to communicate effectively at all levels.
• Experience of working within an operational environment.

Desirable

• Experience within a Facilities Management or Technical environment.
• Experience within a Healthcare environment.
• Knowledge of CAFM systems, particularly Maximo.
• Knowledge of finance/purchasing systems, particularly Coupa.

Working Hours

The Helpdesk operates extended cover, including weekends and nights.

The role requires flexibility to work:

• Day shifts
• Night shifts
• Weekend shifts
• Bank holidays where required

DBS

This role requires a Standard DBS check. The successful candidate must be able to pass the required DBS screening.

Key Competencies

Collaborating: Builds effective working relationships, supports colleagues and contributes positively to the team.

Contributing: Suggests ideas and solutions to improve processes and ways of working.

Delivering: Takes ownership of customer requests, delivers quality service and works to agreed SLAs and deadlines.

Developing: Shares knowledge and experience and supports colleagues.

Influencing: Communicates respectfully, honestly and professionally and delivers on commitments.

Planning: Plans workload effectively, manages priorities and flags potential issues before deadlines or targets are missed.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.