Hard FM Help Desk Operative

Sodexo; Stoke-on-Trent; On-site; GBP 10,000 - 40,000; Full time

Job summary

A global service provider is looking for a Hard FM Helpdesk Operative based at Royal Stoke Hospital, Stoke-on-Trent. You will be responsible for efficiently processing service requests, assigning tasks, and ensuring compliance with standards. Ideal candidates should have strong IT literacy, excellent customer service skills, and the ability to handle complaints professionally. This position offers competitive pay and comprehensive benefits in a dynamic work environment.

Benefits

Mental health and wellbeing resources

Employee Assistance Programme

Free health & wellbeing app

Discounts on high street brands

Retirement savings plan

Full training and protective uniform

Cycle to Work scheme

Flexible working environment

Qualifications

• Ability to handle complaints professionally and adapt quickly.
• Emotional resilience and a self-motivated approach.

Responsibilities

• Receive and process service requests through CAFM system.
• Assign tasks and monitor their completion.
• Manage Helpdesk inbox and escalate issues as necessary.
• Compile monthly reports and customer feedback.
• Use radio communication to dispatch engineering jobs.
• Ensure compliance with Health & Safety protocols.
• Attend meetings to maintain service delivery.

Skills

Strong IT literacy

Excellent customer service skills

Ability to act independently

High attention to detail

Effective communication skills

Tools

Microsoft Office

Maximo or similar asset management system

Job description

40 Hours / Monday to Friday / 8:30am till 5pm £13.38 per hour Uniform / Blue Light Card / Perks 20 days holidays. Location is Royal Stoke Hospital.

Plan Your Journey | Traveline- the destination you should input is: ST4 6QG.

You’ll maintain our infrastructure. We’ll help you achieve excellence. Join a fast‑paced and dynamic environment where your attention to detail, communication skills, and customer focus will directly contribute to the smooth operation of critical facilities services. As a Hard FM Helpdesk Operative, you’ll play a key role in ensuring service requests are efficiently logged, assigned, and tracked to meet compliance and service standards. Based at Royal Stoke Hospital, Newcastle Road, Stoke‑on‑Trent, Staffordshire, ST4 6QG, you’ll be a vital part of the Hard FM team supporting healthcare operations and making a real impact.

What you’ll do:

• Receive, log, and process service requests efficiently and accurately through our CAFM system.
• Assign preventive maintenance and reactive tasks to engineers and monitor their completion.
• Maintain Helpdesk inbox, manage queries, and escalate issues as necessary.
• Compile and provide monthly reports, statistics, and customer feedback to relevant departments.
• Use radio communication to dispatch and chase engineering jobs in real time.
• Liaise with teams to ensure Health & Safety protocols and Infection Control standards are upheld.
• Support compliance with Trust and company standards and contribute to contractual reporting.
• Be a proactive team member, attending meetings and stepping in where needed to maintain service delivery.

What you bring:

• Strong IT literacy, including Microsoft Office and Maximo or similar asset management system.
• Excellent customer service skills with the ability to handle complaints professionally.
• Ability to act independently and adapt quickly in a fast‑changing environment.
• High attention to detail and a commitment to service quality and compliance.
• Emotional resilience and a positive, self‑motivated approach.
• Effective communication and people skills, with an understanding of confidentiality and customer care.

What we offer:

• Working at Sodexo isn’t just a job – it’s a chance to make a difference every day.
• Supportive team, purpose‑driven culture, and the opportunity to thrive in a role where your work matters.
• Mental health and wellbeing resources.
• Employee Assistance Programme (including financial/legal advice & personal support).
• Free health & wellbeing app with 24/7 virtual GP access.
• Discounts on high street brands for you and your family.
• Salary finance tools and financial wellbeing resources.
• Retirement savings plan and life insurance.
• Full training and protective uniform provided.
• Opportunities to gain experience through learning and development.
• Cycle to Work scheme & volunteering opportunities.
• Flexible working and a dynamic team environment.
• Competitive pay.

Ready to be part of something greater? Apply now and bring your energy, purpose, and passion to Sodexo.

We may close this advert early if we receive a high number of applications – so don’t wait!

About Sodexo

At Sodexo, our purpose is to create a better every day for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On‑Site Food and FM Services, Benefits & Rewards Services, and Personal & Home Services. We are committed to being an inclusive employer. We are a forces friendly employer. We welcome and encourage applications from people with a diverse variety of experiences, backgrounds, and identities. We encourage our employees to get involved with our Employee Networks such as Pride, Sodexo Parents & Carers, Sodexo Disability, Ability network, So Together, Generations and Origins. We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job. Clickhere to read more about what we do to promote an inclusive culture. Sodexo Disability, Ability network, So Together, Generations and Origins.