Facilities Helpdesk Operator

Larbey Evans Ltd; City Of London; On-site; GBP 32,000 - 38,000; Full time

Job summary

An international law firm is seeking a Facilities Helpdesk Operator to provide high-quality customer service in their London office. You will manage the Helpdesk operations, maintain the CAFM system, and ensure effective communication between teams and service providers. The ideal candidate has over 5 years of facilities management experience, preferably in a law firm setting. A generous salary of up to £38,000 and benefits are included.

Benefits

Generous employee benefits

Qualifications

• 5+ years of facilities management experience, ideally within a law firm.
• Expertise in managing Helpdesk operations and preventive maintenance.
• Strong familiarity with facilities systems and reporting.

Responsibilities

• Manage day-to-day operation of the Helpdesk function.
• Schedule and manage preventative maintenance and reactive service calls.
• Update clients on the status of their requests and manage documentation.
• Produce reports and statistical analysis for operations.
• Facilitate training and manage Helpdesk administration.

Skills

Customer service

Communication

Organizational skills

Facilities management

Education

A-level standard qualification

Tools

CAFM systems

MRI concept Evolution

MRI Go

Job description

Facilities Helpdesk Operator

International Law Firm is seeking a Facilities Helpdesk Operator to join their growing London office to provide high quality customer service as the central point of contact for all building related issues.

• Monday to Friday (10am – 6pm)
• Salary up to £38,000
• Generous employee benefits

As well as managing the inbox, the operator is responsible for maintaining the CAFM system and its supporting elements. The role is an important interface with both internal teams like Office Services and Reception, and external service providers across key areas. They will be a good communicator at all levels, used to working within a corporate environment and familiar with all aspects of Facilities Management.

Facilities Helpdesk Operator duties will include:

• Manage, control and monitor efficiently the day-to‑day operation of the Helpdesk function.
• Effective management of all preventative maintenance (PPM) scheduling and reactive service calls
• Update the internal client requesting facilities assistance on the status of their call, advising of any problems or issues with their request.
• Ensure all certification and supporting paperwork supplied is saved within the CAFM system and managed effectively within Helpdesk.
• Produce a variety of reports regularly, collation of statistics and any other adhoc reporting / analysis requested.
• Manage Helpdesk administration and facilitate training requirements.
• Capture Events and associated requirements for efficient and smooth delivery of service.
• Management, uploading and amendment of asset information held in CAFM system and helpdesk operation.
• Supporting the Helpdesk Supervisor in the effective management of the CAFM and Helpdesk function.

Facilities Helpdesk Operator desired experience:

• Minimum A-level standard qualification
• 5 years+ Facilities management experience, ideally within a Law Firm
• Knowledge of Facilities Systems, ideally (CAFM knowledge, MRI concept Evolution or MRI Go)