Job Title: FM Helpdesk Administrator
Location: Northfleet – college-based (on site)
Hours: 40 hours per week
Pay Rate: £19.14 per hour (Umbrella PAYE)
Contract: Ongoing / long-term assignment

About the Role
We are seeking an experienced and proactive FM Helpdesk Administrator to support facilities management services within a live college environment in Northfleet. This role is critical to the effective delivery of both Planned Preventative Maintenance (PPM) and Reactive maintenance activities.

You will act as the first point of contact for all facilities-related requests and play a key role in ensuring contractual and performance requirements are achieved.

Key Responsibilities

• Operate and manage the FM Helpdesk on a day-to-day basis.

• Log, allocate, track and close all PPM and reactive maintenance requests in line with agreed procedures and service levels.

• Monitor helpdesk performance and ensure works are delivered within agreed response times.

• Maintain accurate system records to support reporting and audits.

• Liaise with site teams, subcontractors and college stakeholders to ensure effective service delivery.

• Support performance monitoring against contractual Key Performance Indicators (KPIs).

• Escalate issues and risks where required to ensure service compliance.

Essential Experience and Skills

• Extensive experience in FM helpdesk operations, covering both PPM and reactive maintenance.

• Proven experience using MRI Evolution.

• A very good understanding of PFI arrangements and associated contractual obligations.

• Strong working knowledge of Key Performance Indicators (KPIs) within a PFI or similar contract environment.

• Strong organisational skills and the ability to manage a high volume of requests.

• Excellent communication and customer service skills.

• High attention to detail and strong IT literacy.

Desirable

• Previous experience working within a college or education environment.

• Experience supporting contract performance and compliance reporting.