Facilities Management (FM) Helpdesk Officer

Pertemps; London Borough of Harrow; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading company in facilities management is seeking a Helpdesk Officer to enhance operational efficiency within the London Borough of Harrow. The candidate will be responsible for managing service requests, maintaining communication with teams, and ensuring compliance with health & safety standards. This dynamic role requires strong organizational skills and the ability to multitask effectively in a vibrant work environment.

Qualifications

• Previous experience in facilities management or customer service required.
• Proficiency in Microsoft Office and FM helpdesk software preferred.
• Ability to prioritize tasks effectively in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for FM-related inquiries.
• Log and prioritize service requests, ensuring clear communication.
• Coordinate maintenance schedules and contractor visits.

Skills

Organizational Skills

Communication Skills

Problem-Solving

Tools

Microsoft Office

CAFM systems

Job description

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Facilities Management (FM) Helpdesk Officer, Harrow

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Client:

Location:

Harrow, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

d44ff38cff26

Job Views:

4

Posted:

25.06.2025

Expiry Date:

09.08.2025

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Job Description:

Job Title: Facilities Management (FM) Helpdesk Officer
Location: London Borough of Harrow, Forward Drive, Harrow, Middlesex, HA3 8NT
Salary: £17.66 PAYE per hour
Hours: Full-time

Job Purpose:
The London Borough of Harrow is seeking a Facilities Management Helpdesk Officer to join its team. This role is essential to the smooth operation of the FM service, serving as the first point of contact for maintenance requests, service inquiries, and contractor coordination. The successful candidate will be responsible for logging, prioritizing, and resolving issues efficiently while maintaining clear communication with internal teams and external suppliers.

Key Responsibilities:

Act as the primary contact for all FM-related inquiries via phone, email, and the helpdesk system.

Log, prioritize, and assign service requests to appropriate teams or contractors.

Track the progress of work orders, ensuring timely resolution and stakeholder updates.

Escalate urgent issues or unresolved requests to relevant personnel.

Maintain accurate records of service requests, maintenance schedules, and compliance documentation.

Coordinate planned preventive maintenance (PPM) activities and contractor visits.

Generate reports on helpdesk performance, service level agreements (SLAs), and key performance indicators (KPIs).

Assist with procurement by raising purchase orders and tracking invoices for FM-related services.

Liaise with external contractors to schedule maintenance, repairs, and inspections.

Ensure contractors comply with site policies, health & safety regulations, and agreed service levels.

Verify completion of works and follow up on outstanding tasks.

Provide courteous and professional support to staff, tenants, and external stakeholders.

Keep requesters informed of the status of their service requests.

Handle complaints and service escalations efficiently to ensure prompt resolution.

Essential Skills & Experience:

Previous experience in facilities management, customer service, or administrative roles.

Strong organizational skills with the ability to manage multiple tasks simultaneously.

Excellent written and verbal communication skills.

Proficiency in Microsoft Office (Word, Excel, Outlook) and FM helpdesk software (, CAFM systems).

Ability to work under pressure and prioritize workload effectively.

Strong attention to detail and problem-solving abilities.

Desirable Qualifications:

Experience in a facilities management environment.

Knowledge of health & safety regulations and compliance standards.

Understanding of SLA and KPI reporting within an FM setting.

Proficiency in data management and reporting tools.

About Us:
Pertemps Recruitment Partnership has been a market leader in permanent and temporary staffing solutions for nearly 60 years. We are proud to be accredited as an Investor in People, which is reflected in our commitment to career progression and employee satisfaction. Recognized by The Sunday Times as one of the Best 100 Companies to Work For for 14 consecutive years, we prioritize a personalized approach in everything we do.

The London Borough of Harrow is the 12th largest borough in London, celebrated for its cultural diversity and excellent transport links. Located just 10 miles from Central London and 13 minutes to Euston via Harrow & Wealdstone station, it offers convenient access via the Metropolitan Line, Watford DC Line, national rail services, and major road networks including the M1, M25, and A406.

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