Facilities Administrator - Helpdesk

Location: Canary Wharf, 25 Cabot Square, London

Salary: up to £30,000 per annum

Working hours: Mon-Fri 08:00 am - 17:00 pm

Benefits: 25 Days Holiday + BH, Company Pension, Private Healthcare, Flex Benefits (EMCOR UK discount scheme)

About EMCOR UK:

At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to "create a better world at work". Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All are supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.

Role overview:

As part of the EMCOR UK Facilities Team, the Facilities Admin/Helpdesk has the responsibility of operating a client-facing helpdesk function and all associated administrative activities for the client’s Estate. The Helpdesk function exists to drive high levels of operational performance, customer engagement, and financial controls across the scope of the Contract, through strong communication and close relationships with the management and operational teams. These duties are not solely restricted to one Account, and you may be asked to undertake similar duties Maintain and update the CAFM Work Order Records to ensure complete clarity of job progress, manage Work in Progress, and ensure timely closure. in the local area.

What you’ll do:

• Identify client requirements through telephone, Request Portal, and e-mail communications. Raise and manage to completion PPM and reactive Work Orders in a CAFM System to deliver KPIs.
• Progress both colleagues and suppliers to ensure that EMCOR UK SLAs are met
• Record and respond to Compliments and Complaints.
• Produce Quotations, chase approvals and arrange for work to be carried out via raising Purchase Orders to subcontractors and arranging for access to the Site.
• Achieve closure of Work Orders to financial deadlines to ensure prompt payment.
• Take ownership of managing Work Orders from the first telephone call through to client feedback following completed works and manage electronic filing.
• Use your knowledge of a facilities environment to assign the best resources to the type of work being requested, overcome obstacles to completion, and proactively update stakeholders on the progress of works.
• Identify improvements to standard procedures to ensure that controls exist, and information is shared to proactively protect against risks/service failure.
• Develop strong relationships with the client, direct customers, colleagues, and subcontractors, sharing knowledge and experience with the wider team.
• Support the Operational Teams with potential complaint situations and make effective steps to avoid and or resolve these situations and issue reporting.
• Support Finance Administrator with invoicing.
• Maintain paperwork and folders associated with the facilities department- timesheets, delivery notes,
• Ordering of goods for office services- uniform, cleaning consumables & equipment, stationery, H&S items etc.
• Support the facilities team during busy periods or sickness/annual leave in room set-ups, post-room duties, taking deliveries etc.
• Liaise with wider team members to ensure the best resolution, consistent with the contract.
• Liaise with relevant Contract staff and subcontractors in relation to all aspects of service desk requirements and that required information is returned promptly. Respond to queries, amend data, and re-issue tasks as required.
• Carry out monitoring of Agility data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPIs and SLA's.
• Act as Fire warden and first aider- Full training to be provided

Additional Information

Helpdesk- Responding to emails and telephone calls, and scheduling maintenance tasks.

Finance admin- raising purchase orders, producing quotes, completing timesheets
General admin- Filing, paperwork management

Who you’ll be:

• Have good people management, leadership, decision-making, and communication skills.
• Be resilient under pressure and be able to converse confidently with staff, suppliers, and customers at all levels.
• Good temperament, polite
• Smart, presentable appearance
• Adaptable and flexible approach
• Experience in delivering excellent customer service in a client-facing environment.
• Experience of working in a diverse, busy, and challenging environment.
• Result Driven and the ability to plan, organise and work independently.
• Effective organisational skills.
• Must have Administration experience

At EMCOR UK, we embrace and celebrate diversity in all its forms.

We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem-solving.

We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices.

Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed.

Join us in building a better world at work.