Help desk Operative

Guidant Global; Durrington; On-site; GBP 25,000 - 35,000; Full time

Job summary

Guidant Global is seeking a proactive Helpdesk Operative to join a busy Facilities Management team supporting a major utilities contract in Sussex. You will log reactive and planned maintenance requests, manage work orders, monitor SLAs, and coordinate with engineers and subcontractors to ensure timely completion while maintaining thorough records and providing regular updates to clients.

The role requires experience in a Helpdesk/Service Desk or FM environment, strong admin skills, and

Qualifications

• Previous experience within a Helpdesk, Service Desk, Facilities Management, or Maintenance Coordination environment.
• Experience using CAFM systems such as Planon, Maximo, Concept, TRIRIGA, Concerto, or similar.
• Strong administrative and organisational skills with excellent attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and customer service skills.
• Good working knowledge of Microsoft Office, particularly Excel and Outlook.
• Experience working to Service Level Agreements (SLAs).
• A positive, flexible, and proactive approach to work.
• Desirable: Facilities Management or Property Services background.
• Experience coordinating engineers, contractors, or maintenance teams.
• Purchase Order processing experience.
• Knowledge of reactive and planned maintenance processes.

Responsibilities

• Receive and process maintenance requests via phone, email, and helpdesk systems.
• Log all reactive and planned maintenance requests accurately within the CAFM system.
• Ensure correct prioritisation and allocation of tasks in line with contractual SLAs.
• Coordinate with schedulers, engineers, and subcontractors to ensure timely completion of works.
• Raise purchase orders for ad-hoc maintenance requirements where necessary.
• Maintain accurate records, including job details, locations, photographs, and supporting documentation.
• Respond professionally to customer queries and provide regular updates on job progress.
• Monitor helpdesk inboxes and ensure all requests are actioned within agreed timescales.
• Build and maintain strong relationships with internal teams, clients, and suppliers.
• Support continuous improvement initiatives and contribute to operational excellence.

Skills

CAFM systems

Administrative skills

Organisational skills

Customer service

MS Office

Excel

Outlook

SLAs

Multi-tasking

Proactive attitude

Maintenance coordination

Tools

Planon

Maximo

Concept

TRIRIGA

Concerto

Job description

Helpdesk Operative Location: Southern Water Fixed Sussex 40129424, BN13 3NX Job Type: Full-Time About the Role We are seeking a proactive and customer-focused Helpdesk Operative to join a busy Facilities Management team supporting a major utilities contract. This is an excellent opportunity for an organised professional who thrives in a fast-paced environment and enjoys delivering outstanding customer service while coordinating maintenance activities. As the first point of contact for clients and stakeholders, you will be responsible for accurately logging reactive maintenance requests, managing work orders, monitoring service levels, and ensuring tasks are allocated correctly and efficiently.

Key Responsibilities

• Receive and process maintenance requests via phone, email, and helpdesk systems.
• Log all reactive and planned maintenance requests accurately within the CAFM system.
• Ensure correct prioritisation and allocation of tasks in line with contractual SLAs.
• Coordinate with
  schedulers, engineers, and subcontractors to ensure timely completion of works.
• Raise purchase orders for ad-hoc maintenance requirements where necessary.
• Maintain accurate records, including job details, locations, photographs, and supporting documentation.
• Respond professionally to customer queries and provide regular updates on job progress.
• Monitor helpdesk inboxes and ensure all requests are actioned within agreed timescales.
• Build and maintain strong relationships with internal teams, clients, and suppliers.
• Support continuous improvement initiatives and contribute to operational excellence.

About You

• Previous experience within a Helpdesk, Service Desk, Facilities Management, or Maintenance Coordination environment.
• Experience using CAFM systems such as Planon, Maximo, Concept, TRIRIGA, Concerto , or similar.
• Strong administrative and organisational skills with excellent attention to detail.
• Ability to manage multiple priorities in a
  fast-paced environment.
• Excellent communication and customer service skills.
• Good working knowledge of Microsoft Office, particularly Excel and Outlook.
• Experience working to Service Level Agreements (SLAs).
• A positive, flexible, and proactive approach to work.
• Desirable Experience Facilities Management or Property Services background.
• Experience coordinating engineers, contractors, or maintenance teams.
• Purchase Order processing experience.
• Knowledge of reactive and planned maintenance processes.

If you have experience within Facilities Management, Helpdesk Operations, Service Desk Coordination, or Maintenance Administration and are looking for your next challenge, we'd love to hear from you.

Guidant, Carbon60, Lorien & SRG - The Vertage Group Portfolio are acting as an Employment Business in relation to this vacancy. TPBN1_UKTJ