Helpdesk Administrator

- Ensure compliance with company procedures and industry regulations, generating performance and SLA reports for management review - Maintain clear and professional communication with clients, service teams, and subcontractors, providing regular updates on service progress and issue resolution - Maintain accurate and up-to-date records of service requests, work orders, maintenance logs, and compliance documentation in relevant systems - Act as the first point of contact for clients, logging and managing incoming service requests, queries, and complaints via phone, email, and service portals - Contribute to continuous improvement initiatives by identifying process inefficiencies, suggesting improvements, and supporting system updates or upgrades - Schedule planned maintenance, emergency repairs, and engineer visits, ensuring optimal resource allocation for field teams and subcontractors - Create, assign, and monitor work orders, ensuring that maintenance and service requests are prioritized, scheduled, and completed within agreed service-level agreements (SLAs)