FM Helpdesk Officer

Centrick Limited; Park Central; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading facilities management company in Park Central is seeking an FM Help Desk Operative to manage help desk functions and support maintenance operations. You'll handle queries, log requests, and ensure timely updates, all while delivering exceptional customer service. Ideal candidates will have experience in help desk or customer service roles, strong IT and organizational skills, and a proactive approach. The position offers growth opportunities and a focus on diversity and inclusivity.

Benefits

Enhanced pension scheme

Health support services

Company sick pay benefits

Study support

Mental health services

Birthday bonus

Volunteer day

Monthly perks

Qualifications

• Experience in a facilities help desk or customer service role.
• Strong IT skills with help desk systems and Microsoft Office.
• Excellent communication and organisational skills.

Responsibilities

• Handle FM queries via phone, email, and help desk systems.
• Log and prioritise maintenance requests.
• Track progress and ensure jobs meet SLAs and KPIs.

Skills

Customer service skills

IT skills

Communication skills

Organisational skills

Proactive approach

Tools

Microsoft Office

CAFM systems

Job description

We’re Virtu Property – specialists in soft services for residential property. Our expert teams deliver high‑quality cleaning, caretaking, grounds care, and specialist maintenance to keep properties running smoothly and looking their best. And we’re not stopping there! We’ve expanded to offer tailored residential freehold housing management, and we’re always exploring new ways to innovate and add value for our clients. We have an incredible opportunity for an FM Help Desk Operative to join our Facilities Management team and be the first point of contact for all FM‑related queries! As an FM Help Desk Operative, you’ll play a key role in ensuring smooth operations by logging, monitoring, and coordinating maintenance tasks, delivering exceptional customer service while supporting planned and reactive maintenance across the organisation. This is a standalone role where you’ll have full responsibility for managing the help desk function.

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 Escalate issues when needed.
• Assist with scheduling planned preventative maintenance (PPM).
• Maintain accurate records and produce performance reports.

Qualifications

• Experience in a facilities help desk or customer service role.
• Strong IT skills (help desk systems, Microsoft Office).
• 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.

Benefits

• Future Security: Enhanced pension scheme based on role.
• Health & Wellbeing: Medicash, virtual GP, therapies, dental and optical support.
• Sick Pay Boost: Company sick pay increases over time to support your wellbeing when you need it most.
• Learning & Development: Study support and access to our dedicated academy to help you grow professionally and personally.
• Mental Health Support: 24/7 mental health services.
• Birthday Bonus: Enjoy an extra day off on your birthday to celebrate your way.
• Giving Back: One volunteer day annually to support a charity or cause close to your heart.
• Reward Platform: Monthly perks to spend how you like.

At Virtu, diversity and inclusivity are fundamental to who we are. We welcome applicants from all backgrounds and are committed to creating a respectful and supportive hiring experience. If you need any adjustments during the interview process, please let us know—we’re here to help you succeed.