Helpdesk & Compliance Administrator 

Location Glasgow
Salary: £0.0
Contact name: Jak Walsh

Contact email:
Job ref: 4497
Published: 12 days ago

An exciting role for a Helpdesk Administrator to join the contract team deliver helpdesk and compliance support to national engineering contract with Scottish Police Authority. The role will work within a dedicated contract helpdesk and will support customer call handling & interaction, liaising with sub-contractors, booking access to facilities for engineering / project activity, compliance documentation reviews, work order jeopardy management, reporting and data analytics associated to the contract.

Responsibilities will include both working on your own initiative and as part of a team in delivering helpdesk and administration support for a variety of services and teams

Main duties and responsibilities will include but are not limited to                        


First point of contact for customer

Raising jobs for reactive and corrective action work orders

Closing off jobs for engineers where required

Raising purchase orders to sub-contractors for reactive works

Booking in reactive and PPMs with clients for sub-contractor

Assisting with system closures

Effective management of sub-contractors and obtaining updates

Working in conjunction with Regional Management and Coordinators to ensure seamless management of contract

Acting as key point of contact sub-contractors

Assisting in keeping work in progress levels on contracts to a minimum by ensuring timely completion of jobs.

Managing chases, complaints, and escalations

Any other duties as requested by manager          

Providing contract information monthly to Operations Manager/Account Managers/Building Service Managers/Helpdesk Supervisor for contract reports

Admin Support

Updating and recording of statutory compliance documentation for all contracted buildings

Reviewing and approving supplier invoices for subcontracted works and querying costs where required

Maintaining register of engineer overtime and holidays

Maintaining databases of supplier contacts, escalations, customer complaints and KPI failure mitigation where required

Experience and Qualifications                  

Strong Customer service skills

Proven Helpdesk experience

Experience working with CAFM system

Strong knowledge of Microsoft Office packages

Knowledge and understanding of property related issues

Experience of working to deadlines and effective time management

FM experience desirable

Personal Attributes                        

Candidates must demonstrate the following:



Strong planning and organisational skills


Team worker

Exceptional telephone manner

Hours and Environment

Working hours are from 8:00am – 4:30pm Monday to Friday however the role will form part of a flexible team rota to cover contract operating hours between 7am and 6pm.


Competitive salary

33 days holiday

Company pension

Employee Referral Scheme

Learning and development opportunities

Supportive working culture and future progression opportunities.

Mobile, legal, bicycle, breakdown, and retail discounts

Eye test and glasses reimbursement

Cycle 2 work scheme

If you are interested in this vacancy, please apply with your CV or call Jak Walsh on 01223 827 339