Estates Helpdesk Technician

The University of Edinburgh; United Kingdom; On-site; GBP 34,000 - 40,000; Full time

Job summary

An opportunity has arisen for a Helpdesk Technician at a prominent institution in the UK. In this role, you will provide a crucial link in managing and triaging fault requests related to building and facilities, ensuring a high standard of customer service for both staff and students. Ideal candidates will possess a strong background in facilities management, exceptional communication skills, and attention to detail. Join a dedicated team at The University of Edinburgh, committed to operational excellence.

Responsibilities

• Act as the first point of contact for building and facilities enquiries.
• Manage triage of fault requests and guide contractors.
• Deliver a high level of customer service per established KPIs.

Skills

Customer-first mindset

Outstanding communication skills

Precision and attention to detail

Strong organisational skills

Experience in estates or facilities management

Job description

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Grade UE06: £34,132 to £39,355 per annum

Full time: 35 hours per week

Open-ended: Permanent

The Estates Department of the University of Edinburgh is recruiting for a Helpdesk Technician. The successful candidate will join an existing team, managing and triaging high volumes of building and facilities related fault/service requests using dedicated CAFM system, and also providing proactive customer care to all telephone and email enquiries.

This is a fantastic opportunity to join a department which is committed to supporting the University in achieving excellence.

The Opportunity:

As an Estates Helpdesk Technician, you will be the first point of contact for all Estates, building, facilities and maintenance enquiries.

Your responsibilities will include offering initial guidance, managing fault triage, and providing technical advice to both staff and students across the university. Instruct contractors in response to service requests for pest control, graffiti, lift faults, fire alarms, lifts and others as required, and progress through to completion.

This is a customer facing role delivering a high standard of proactive customer service in line with established service levels and KPIs.

Your skills and attributes for success:

• A customer-first mindset, along with outstanding communication skills, both written and verbal.
• A solid foundation in building maintenance and facilities management.
• Exceptional precision and attention to detail.
• Strong organisational skills to manage a demanding workload effectively.
• Proven experience in an estates, building, facilities, or maintenance-focused role.