Facilities Helpdesk Operative

TN United Kingdom; London; On-site; GBP 31,000; Full time

Job summary

A leading company in the UK is seeking a Helpdesk Administrator to manage service requests and ensure customer satisfaction. The role involves logging faults, escalating issues, and maintaining high standards of service delivery. Ideal candidates will have strong organizational and communication skills, with experience in customer service and asset management systems.

Qualifications

• Experience in customer service or frontline support roles is desirable.
• Ability to handle conflicting workloads and work under pressure.

Responsibilities

• Logging service requests via telephone and email.
• Ensuring compliance with statutory and company procedures.
• Responding rapidly to customer issues with a systematic problem-solving approach.

Skills

Organizational Skills

Communication Skills

Customer Service

Education

Educational background as a helpdesk operative

Tools

CAFM or asset management systems

Job description

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SHIFT PATTERN: 4 on 4 off shift, 7am-7pm

SALARY: £30,428 Annually

ROLE OVERVIEW AND PURPOSE

The Helpdesk Administrator will be responsible for logging, allocating, progressing, chasing, and completing faults on the contract.

The post holder will handle various FM challenges and related issues that arise, ensuring delivery to customer expectations by understanding the contract and its specifications.

Typically, the post holder will escalate decisions to their line manager.

KEY RESPONSIBILITIES

• Logging service requests via telephone and email
• Providing coverage for the helpdesk during the absence of the EIC operative and the Co-ordinator
• Ordering parts required for jobs
• Ensuring RW to AW work process is followed
• Ensuring compliance with statutory and company procedures
• Maintaining high attention to detail in all work submitted
• Dispatching work to both direct labour and contractors promptly, based on skills, location, and service arrangements
• Escalating complaints or issues as necessary
• Analyzing job history and reports to prevent duplication
• Undertaking other duties as directed by management
• Managing the completion process and ensuring closures are sent to the client
• Responding rapidly to customer issues with a systematic problem-solving approach
• Taking reasonable care for health and safety of self and others
• Adhering to SLAs/KPIs, including call answering, quality assurance, and email response times
• Understanding and applying SLAs, setting customer expectations
• Contributing to reducing customer complaints

REQUIRED SKILLS AND EXPERIENCE

• Exceptional organizational skills
• Ability to handle conflicting workloads and work under pressure
• Excellent telephone manner and effective communication at all levels
• Ability to develop effective relationships with management, customers, staff, and clients
• Target setting and achievement through stakeholder engagement
• Strong communication skills in both telephone and written correspondence
• Experience in customer service or frontline support roles is desirable
• Experience using CAFM or asset management systems
• Educational background and credible experience as a helpdesk operative