Facilities Helpdesk Operator – SLA-Driven Support

Equans Group; Smethwick; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

24 days annual leave

Life Cover 1.5x salary

Employee discounts

Gym membership discounts

Cycle to work

Holiday purchase scheme

CSR days

Employee referral rewards

Job summary

Equans is seeking a Facilities Helpdesk Operator to join the team at The Midland Metropolitan University Hospital in Smethwick. This full-time role supports the helpdesk with 37.5 hours weekly across rotating shifts and involves logging requests, scheduling engineers, and ensuring SLA adherence.

You will handle calls and emails, log work orders in CAFM, and assist with procurement and invoicing processes using Coupa/Maximo.

Qualifications

• 5 GCSEs at Grade C/4 or above/equivalent.
• Experience in FM/Technical environment is advantageous.
• Good interpersonal and telephone skills.
• Strong IT skills and knowledge of MS Office.
• Familiarity with CAFM and finance systems (Coupa/Maximo) is desirable.

Responsibilities

• Manage job flow: receive calls, log, assign to engineers/sub-contractors, schedule, chase attendance and close jobs within SLA.
• First point of contact for calls and emails; interpret and log work orders.
• Input work orders into CAFM; apply SLAs and set customer expectations.
• Assist with generating purchase orders for Reactive/Quoted works and minor projects.
• Process invoices: 3-way match, validate figures, resolve discrepancies with suppliers.

Skills

GCSEs C/4

Interpersonal skills

IT skills

Telephone manner

Prioritisation

Office suite

Education

GCSEs grade C/4 or above

Tools

CAFM

Coupa

Maximo

Job description

Equans is seeking a Facilities Helpdesk Operator to join the team at The Midland Metropolitan University Hospital in Smethwick. This full-time role supports the helpdesk with 37.5 hours weekly across rotating shifts and involves logging requests, scheduling engineers, and ensuring SLA adherence.

You will handle calls and emails, log work orders in CAFM, and assist with procurement and invoicing processes using Coupa/Maximo.