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About the Role

The Helpdesk Administrator plays a key role in supporting the Contract Support team, Maintenance Manager, Engineers, and external stakeholders by ensuring timely and accurate processing of documentation and providing exceptional service to clients and internal teams.

Responsibilities

• Act as the main point of contact for client-facing helpdesk queries.
• Respond positively and professionally to internal and external enquiries.
• Maintain confident communication via phone, email, radio, and face‑to‑face interactions.
• Check and respond to overnight callouts.
• Raise reactive jobs and allocate PPMs using the Concept Evolution system.
• Produce reports for BGIS and clients (weekly and monthly statistical data).
• Process task sheets daily and maintain accurate client files.
• Raise work orders, purchase orders, and manage subcontractor call-outs.
• Upload subcontractor service sheets and documentation into Opti‑MIS.
• Maintain subcontractor records and logbook systems.
• Assist with general office duties such as photocopying, filing, and taking meeting minutes.
• Book internal meeting rooms.
• Cover holiday, sickness, and lunch periods for other administrative staff.
• Conduct annual archiving of site files.
• Ensure Work in Progress (WIP) is maintained and updated.
• Log holidays and sickness for engineering teams.
• Ensure all Health & Safety and legislative documentation is received from subcontractors.
• Take ownership of all assigned tasks through to completion.
• Work closely with the Contract Manager and Contract Support team to ensure timely completion of responsibilities.

Requirements

• Experience working in a busy office environment.
• Experience in a Customer Service, Service Desk, or Helpdesk environment.
• Excellent written and verbal communication.
• Detail-focused.
• Methodical.
• Customer-focused.
• Reliable.
• Self-motivated.
• Able to prioritise tasks and work well under pressure.

Skills

• Strong keyboard and general IT skills (Word, Excel).
• Excellent telephone manner and communication skills.
• Good interpersonal skills.
• Strong numeracy and timekeeping.
• Ability to work independently and as part of a team.
• Experience with the Maximo system.
• Understanding of engineering terminology and processes.

Location

• King's Cross, London

Work Type

• Full-time

Experience Level

• Essential: Experience working in a busy office environment.
• Desirable: Experience in a Customer Service, Service Desk, or Helpdesk environment.

Education Level

• Essential: GCSE-level education including English and Maths.
• Desirable: A‑Levels, HNC/D, or a degree-level qualification.

About the Company

• BGIS is a global leader in integrated facility management services. Offering a full range of facility and real estate management services, BGIS partners with clients globally to bring forward innovative solutions.
• BGIS is a global leader in the provision of Facility Management, Project Delivery, Energy & Sustainability, Asset Management, Workplace Advisory, and Real Estate Services. With a combined team of over 8,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 30,000 facilities totalling more than 320 million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise. In addition to managing a diverse portfolio of corporate offices, retail, colleges, hospitals and industrial assets, BGIS is a world leader in the management of data centers and other critical environments.

Equal Opportunity

• At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success.