FM Helpdesk Operator

Pinnacle Group Limited; Morley; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Pension scheme

Annual leave

Job summary

Pinnacle Group Limited is seeking an experienced FM Helpdesk Operator to provide exceptional customer service by taking and logging calls, managing data input, and assisting the FM Helpdesk Administrator at our Morley site. You will handle inbound/outbound calls, logging in CAFM, and ensure timely updates in SharePoint.

The role is full-time, office-based, Monday to Friday, 8 am – 4:30 pm, with an immediate start.

Qualifications

• Experience as FM Helpdesk Operator with customer service focus.
• Proficient with Evolution CAFM software.
• Strong organisational skills and attention to detail.
• Excellent communication and ability to manage multiple stakeholders.

Responsibilities

• Serve as the first point of contact for client, tenant and internal queries via phone or email.
• Log and track all facilities helpdesk requests in the CAFM system.
• Assign and monitor reactive and planned work orders to engineers or contractors.
• Escalate at-risk SLAs to the SDM Manager promptly.
• Maintain data integrity and complete job records in SharePoint.
• Support the PPM schedule and ensure tasks meet response times.
• Raise purchase orders for reactive works and provide to contractors.
• Report progress to clients and contract staff; request extensions when needed.
• Ensure accurate asset and contract information in SharePoint.

Skills

Customer service

Communication

Data entry

CAFM Evolution

MS Office

SharePoint

Tools

Evolution

SharePoint

Job description

The following content displays a map of the jobs location - Morley

Pinnacle Group is looking for an experienced FM Helpdesk Operator to provide exceptional customer service and support by taking and logging calls to the Helpdesk, managing the input of data and generally assisting the FM Helpdesk Administrator in the administration of the contracts . You will be joining our Total FM Team based at Dartstone West Industrial Estate,Morley, LS27.

Our Total Facilities Management team delivers integrated asset management and maintenance services across education, leisure, corporate, health and residential sectors . We focus on keeping facilities running smoothly, safely, and efficiently – helping our clients create spaces that work for everyone .

Your responsibilities will include handling inbound and outbound calls, resolve customer inquiries, and provide accurate information about our services . You will need excellent communication skills, a friendly demeanour, and the ability to work efficiently under pressure .

We are offering a Full-TimeContract, office-based, working Monday to Friday, 8 am –4.30 pm,with an immediate start.

If you are passionate about helping others and thrive in a fast-paced environment, we would love to hear from you.

Who we are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.

We’re a people-first organisation with a values- driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers .

Who we’re looking for

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust , Respect, Involve, Challenge , and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities .

Key responsibilities will include:

• First point of contact for all incoming enquiries from clients, tenants and internal colleagues.
• Serve as the first point of contact for all facilities helpdesk requests received via telephone, email, and the CAFM system, ensuring all jobs are logged accurately and promptly.
• Assign reactive and planned work orders to the appropriate engineer, supplier, or subcontractor in accordance with priority and SLA requirements.
• Monitor the progress of open work orders and proactively chase outstanding jobs, escalating any at-risk or breached SLAs to the SDM Manager without delay.
• Maintain helpdesk data integrity, ensuring all job records are complete, accurately categorised, and closed promptly following confirmation of completion.
• Taking ownership of the PPM schedule & Reactive Maintenance jobsand ensuring that all tasks are completed in line with the allocated response times.
• Raise purchase orders for reactive works and provide them to contractors.
• Allocating work orders to internal/external contractorsand Engineers, ensuring that all tasks are completed in line with the allocated response times.
• Tracking job progress against rectification times and implementing escalation procedures.
• Report back to clients and contract staff on job progress and close-out, including requesting extensions where applicable.
• Keeping SharePoint up to date with information relating to the contracts and new assets

Key requirements:

• Demonstrate a track record as a Facilities Management Helpdesk Operator with commitment to customer service.
• Confident and professional communicator with the ability to manage multiple stakeholders simultaneously.
• Strong organisational skills and high attention to detail, with the ability to manage competing priorities and deadlines effectively.
• Excellent organisational skills and attention to detail are required, along with decision-making and problem-solving.
• Experienced in the operation of a software package, i.e. Evolution.
• Proficient inExcel, Word and PowerPoint
• Self-managing and able to work on own initiative.

Our offer

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand , reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day .

As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression .

In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including: