24/7 Helpdesk Operator – Shift Rotations & Customer Support

Sodexo Group; Swindon; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Mental health & wellbeing support

Employee Assistance Programme

24/7 virtual GP & lifestyle rewards

Discounts for you & family

Financial tools & retirement plan

Cycle to Work & Paid volunteering day

Job summary

Sodexo Group is seeking a Helpdesk Operator at Delta Business park in Swindon, SN5 7WZ. The role involves working with a high-profile blue light service organisation, handling customer inquiries via phone or email, and recording service requests in CAFM.

The post starts with 40 hours per week, Monday to Friday, shifting later to a 4 on/4 off 24/7 pattern. The ideal candidate will log calls accurately, monitor BMS, escalate issues, work with the delivery teams, and maintain information security

Qualifications

• Excellent customer service skills with a calm, professional, and reassuring telephone manner.
• Proven experience in a customer service helpdesk, or customer service office environment.
• Ability to quickly learn and adapt to new systems, processes, and technologies.

Responsibilities

• Respond quickly and efficiently to incoming telephone, email, and system queries in line with service level agreements (SLAs).
• Accurately log all calls, including caller details, problem severity, and required actions in the CAFM (Computer Aided Facilities Management) system.
• Monitor the Building Management System (BMS) during out-of-hours shifts (evenings, nights, weekends, public holidays) and escalating critical faults appropriately.
• Prioritise and escalating service requests as needed, using logic and sound judgement to determine urgency.
• Support contract and service delivery teams by helping minimise service level impacts and fulfilling contractual obligations.
• Collaborate closely with team members in a respectful and solution-oriented manner.
• Work in accordance with processes, procedures, and strict information security standards.
• Contribute to a continuous improvement culture by identifying and suggesting areas for development.
• Actively participate in training, coaching, and your professional community of practice within PPS (Professional Property Services).

Skills

Customer service

Helpdesk experience

Team collaboration

Tools

Microsoft Office

Job description

Sodexo Group is seeking a Helpdesk Operator at Delta Business park in Swindon, SN5 7WZ. The role involves working with a high-profile blue light service organisation, handling customer inquiries via phone or email, and recording service requests in CAFM.

The post starts with 40 hours per week, Monday to Friday, shifting later to a 4 on/4 off 24/7 pattern. The ideal candidate will log calls accurately, monitor BMS, escalate issues, work with the delivery teams, and maintain information security