Helpdesk Administrator

Equans is looking for 3 Helpdesk Administrators to join our team in Cambridge on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a competitive salary and benefits package.

The Helpdesk Administrators role will form part of a Team, supporting the PPM/Helpdesk Manager.

This multi-dynamic role will play a key element in the daily processing and facilitation of the reactive and follow up works, including responding to customer enquiries, logging of work order requests, management work (Engineers workload), to job completion and collation of documentation, to assist with the preparation of an application for payment.

Deliver excellent Customer Service and interpret and manage work orders through our CAFM system Planon and SharePoint in line with the contract obligations.

As well as being an integral participant in these processes, the role will entail general administrative tasks.

What will you deliver?

• First point of contact for incoming telephone calls and service requests received by telephone, email, client portal.
• Attention to detail imperative.
• Strong communication skills both verbal and written and the ability to liaise effectively within and outside the organisation.
• Interpret and log requests, inputting details into the CAFM System – Planon, updating status of the request through to work completion (SLA).
• Sort and dispatch calls to engineers or sub-contractors based on the correct skills set, geographical location (Hubs) and Supply Chain Partners.
• Manage workload – replanning/reassigning – as required in line with demand, sickness and holidays
• Integrate and provide accurate status reports from the CAFM system as and when required. Analysing job history/running reports to avoid duplication.
• Prioritise urgent jobs and plan and dispatch Engineers/Supply Chain Partners to address urgent demand.
• Ad-hoc administration duties as required.

What can we offer you?

On offer is a competitive salary and benefits package, which includes;

• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Holiday purchase scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.
• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are we looking for?

• Previous customer service representative or frontline support role is desirable
• Experienced in the use of Microsoft Word, Excel and Power Point
• Have exceptional organisational skills and able to handle conflicting workloads and to work under pressure
• Have the ability to develop effective relations with key stakeholders including management, staff, suppliers and Clients Team (Inclusive of Building Managers)
• Ability to set and achieve targets via effective engagement with stakeholder
• Have strong communications skills in both telephone and correspondence/report handling
• Experience in an administrative role preferably related to compliance in maintenance assets and payables and ordering processes
• Experience of working with document management systems and managing data
• Experience of developing, managing and documenting processes
• Experience in using Planon or similar CAFM systems

Who are we?

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

Equans’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

Equans is a Bouygues group company.

What’s next?

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.

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As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010.

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work.

You’ll also have access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

The Equans Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to Equans Managers.