Customer Service Help Desk

ISS; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading facility management company in Greater London seeks a proactive Helpdesk team member to ensure excellent customer service and logistics support. This role involves managing calls and emails, logging jobs, liaising with stakeholders, and maintaining health and safety compliance. The ideal candidate should possess strong multitasking abilities, excellent attention to detail, and knowledge of CAFM systems. Opportunities for growth and development are available within this inclusive and diverse organization.

Qualifications

• Proactive and organised individual required for Helpdesk support.
• Ability to manage calls and emails while maintaining customer satisfaction.
• Experience in coordinating with engineering teams.
• Ability to carry out risk assessments.

Responsibilities

• Answer incoming calls and emails, ensuring timely responses.
• Log jobs on FSI Concept CAFM system and manage tasks.
• Organise helpdesk inbox and maintain accurate documentation.
• Liaise with customers and suppliers on delivery processes.
• Support health and safety compliance as per client requirements.
• Manage purchase orders and maintain documentation.
• Manage purchase orders and quotes.
• Assist with WIP updates and produce documentation for the client.

Skills

Excellent attention to detail

Strong multitasking abilities

Confidence in communication

Strong analytical skills

Risk assessment ability

Proficiency in Microsoft programmes

Knowledge of CAFM systems

Tools

CAFM system

FSI Concept CAFM

Maximo

SharePoint

Job description

Overview

We are seeking a proactive and organised individual to join our Helpdesk team, supporting the smooth operation of customer service and logistics functions. This role is central to ensuring excellent communication and service delivery to retail tenants, customers, and the client, while maintaining compliance with health and safety standards. The successful candidate will handle a variety of tasks including managing calls and emails, logging jobs on the CAFM system, and coordinating with engineers and other stakeholders. You will play a key role in maintaining operational efficiency, supporting emergency procedures, and ensuring high standards of customer satisfaction.

Responsibilities

• Answer incoming calls and emails, ensuring timely and professional responses.
• Log reactive jobs on the FSI Concept CAFM system and assign tasks to the engineering team.
• Manage and monitor the Delivery Management System (DMS), including contractor access requests.
• Organise and maintain helpdesk inbox and reports, ensuring accurate filing and documentation.
• Liaise with customers, retailers, suppliers, and couriers to provide information and assistance on delivery and access processes.
• Support health and safety compliance and emergency response procedures in line with client and ISS requirements.
• Manage purchase orders and quotes using individual trackers and Maximo, and maintain documentation on SharePoint.
• Assist with WIP updates and produce final completion documentation for the client.

Essential attributes:

• Excellent attention to detail.
• Strong multitasking abilities.
• Confidence in keeping engineers, team members, tenants, and clients updated on progress.
• Strong analytical skills, including the ability to interpret written, numeric, and graphical information.
• Ability to carry out risk assessments.
• Proficiency in Microsoft programmes.
• Knowledge of CAFM systems.

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

About ISS

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, sexual orientation or educational background.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.