Job Purpose (Role Definition):
The role of Fresh Desk Administrator is to support the day-to-day administration of the Service department, helping to ensure service activity is planned, documented, and followed through accurately and efficiently.
This role will provide administrative support across service coordination, customer communication, documentation, reporting, and internal service processes. The post holder will also provide cover for the Freshdesk Coordinator during periods of absence, ensuring service tickets continue to be monitored, updated, allocated, and progressed in a timely manner.
Main Duties and Responsibilities:
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Provide general administrative support to the Service team.
- Assist with the coordination and planning of service activities, including engineer visits, preventative maintenance, repairs, and follow-up actions.
- Maintain accurate service records, documentation, and customer information.
- Liaise with customers, engineers, internal teams, and suppliers to support the smooth delivery of service work.
- Support the preparation and processing of service paperwork, reports, quotations, purchase orders, and related documentation.
- Monitor shared inboxes and respond to or escalate service-related queries as appropriate.
- Update internal systems to ensure service information is accurate, current, and complete.
- Support the tracking of open service actions, outstanding documentation, and customer follow-ups.
- Provide cover for the Freshdesk Coordinator during holidays, sickness, or other absences.
- During Freshdesk cover, monitor incoming tickets, assign or escalate tickets appropriately, update ticket progress, and ensure urgent issues are highlighted to the relevant team members.
- Help maintain good communication with customers by ensuring tickets and service requests are acknowledged and progressed within expected timescales.
- Work collaboratively with the wider Service team to support departmental priorities and continuous improvement.
Carry out any other reasonable administrative duties required to support the Service department.
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Management Responsibilities:
None
Experience and Qualifications Required:
Mandatory:
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Previous experience in an administrative or customer service role.
- Good organisational skills with the ability to manage multiple tasks and priorities.
- Strong attention to detail and accuracy when updating records and handling documentation.
- Confident communication skills, both written and verbal.
- Ability to work effectively with customers, engineers, and internal departments.
- Competent in using IT systems, shared inboxes, spreadsheets, and service or CRM platforms.
- Ability to remain calm and professional when handling urgent or time-sensitive service requests.
- A proactive and flexible approach, with a willingness to support colleagues during busy periods or absences.
Desirable:
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Experience using Freshdesk or a similar helpdesk/ticketing system.
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Experience supporting service coordination, scheduling engineers, or managing service documentation.
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Experience processing quotations, purchase orders, or service-related paperwork.
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Understanding of service delivery processes or customer support environments.
Key Skills and Competencies:
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Excellent organisational and time management skills.
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Strong administrative skills with a methodical approach to work.
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High level of accuracy and attention to detail.
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Excellent customer service skills with a professional and courteous manner.
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Strong interpersonal skills with the ability to build effective working relationships.
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Ability to prioritise workload and manage competing deadlines.
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Proactive and flexible approach to supporting colleagues and adapting to changing priorities.
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Ability to work independently while also contributing effectively as part of a team.
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Good problem-solving skills and the ability to use initiative within established processes.
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Reliable, dependable, and committed to delivering a high standard of work.
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Customer-focused with a commitment to delivering excellent service.
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Comfortable working in a busy, fast-paced service environment.
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Willingness to provide cover for colleagues and support continuous improvement within the Service department.
