Facilities Helpdesk Operator: Fast-Paced Support & SLAs

Guidant Global; Birmingham; On-site; GBP 22,000 - 28,000; Full time

Job summary

Guidant Global is seeking a proactive Helpdesk Operator to join our facilities management team supporting a large estate in Birmingham. You will be the first point of contact for maintenance requests, log and manage work orders, and coordinate engineers to meet SLAs.

You will work with CAFM systems (Maximo/Planon), handle purchasing, assist invoicing, and produce reports. The role requires excellent communication, attention to detail, and the ability to juggle multiple priorities in a fast-paced

Qualifications

• Previous experience within a Helpdesk, Service Desk, Facilities, Maintenance Coordination or Customer Service environment.
• Strong communication skills with a professional telephone manner.
• Experience managing multiple priorities and working to deadlines.
• Good working knowledge of Microsoft Office, including Excel and Outlook.
• Excellent attention to detail and data accuracy.

Responsibilities

• Act as the first point of contact for maintenance requests via phone and email.
• Log and manage work orders through a CAFM system.
• Coordinate engineers and subcontractors to ensure timely attendance and completion of jobs.
• Monitor and manage open work orders, proactively chasing updates where required.
• Prioritise and allocate tasks in line with contractual SLAs and KPIs.
• Raise purchase orders for reactive and planned maintenance activities.
• Support invoicing and contractor administration processes.
• Produce reports and provide operational support to management teams.
• Escalate service issues and customer complaints where necessary.
• Maintain accurate records and ensure data quality at all times.
• Promote excellent customer service and continuous improvement initiatives.

Skills

Helpdesk experience

Customer service

Communication skills

Prioritisation

MS Office

Data accuracy

Teamwork

Customer-focused approach

Fast-paced environment

Tools

Maximo

Planon

CAFM systems

Excel

Outlook

Job description

Guidant Global is seeking a proactive Helpdesk Operator to join our facilities management team supporting a large estate in Birmingham. You will be the first point of contact for maintenance requests, log and manage work orders, and coordinate engineers to meet SLAs.

You will work with CAFM systems (Maximo/Planon), handle purchasing, assist invoicing, and produce reports. The role requires excellent communication, attention to detail, and the ability to juggle multiple priorities in a fast-paced