FM Help Desk Operative — Coordinate Maintenance & SLAs

Centrick; Birmingham; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

25 days holiday

Medicash & health benefits

Birthday bonus

Life assurance

Study support

Volunteer day

Job summary

Virtu Property is seeking an FM Help Desk Operative to join our Facilities Management team and be the first point of contact for all FM-related queries. You’ll log, monitor, and coordinate maintenance tasks to keep properties running smoothly.

In this standalone role you’ll have full responsibility for managing the help desk, ensuring tasks meet SLAs and KPIs, and providing timely updates to requestors. Desirable CAFM systems knowledge and a proactive, customer-focused approach will help you

Qualifications

• Experience in a facilities help desk or customer service role.
• Excellent communication and organisational skills.
• Ability to manage multiple tasks and work under pressure.
• Customer-focused and proactive approach.
• Desirable: Knowledge of CAFM systems and FM processes.

Responsibilities

• Handle FM queries via phone, email, and help desk systems.
• Log and prioritise maintenance requests, assigning them to the right teams or contractors.
• Track progress, ensuring jobs meet SLAs and KPIs.
• Provide timely updates to requestors and escalated issues when needed.
• Assist with scheduling planned preventative maintenance (PPM).
• Maintain accurate records and produce performance reports.

Skills

Facilities help desk

Customer service

Communication skills

Organisational skills

CAFM systems

Job description

Virtu Property is seeking an FM Help Desk Operative to join our Facilities Management team and be the first point of contact for all FM-related queries. You’ll log, monitor, and coordinate maintenance tasks to keep properties running smoothly.

In this standalone role you’ll have full responsibility for managing the help desk, ensuring tasks meet SLAs and KPIs, and providing timely updates to requestors. Desirable CAFM systems knowledge and a proactive, customer-focused approach will help you