Help Desk Operative

Guidant Global; Goring-by-Sea; On-site; GBP 22,000 - 32,000; Full time

Job summary

Guidant Global is seeking a proactive Helpdesk Operative to support a busy Facilities Management team for a major utilities contract. You will log reactive maintenance requests, manage work orders, monitor service levels, and ensure tasks are allocated efficiently.

The role requires experience in helpdesk environments and familiarity with CAFM systems, plus strong organisational and communication skills. This is a full-time on-site position based in Sussex with focus on delivering excellent

Qualifications

• Experience in a Helpdesk/Service Desk/Facilities Management or Maintenance Coordination environment.
• Experience using CAFM systems (Planon, Maximo, Concept, TRIRIGA, Concerto or similar).
• Strong administrative and organisational skills with excellent attention to detail.

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

Helpdesk experience

Customer service

Administrative skills

Multitasking

Communication

MS Office

Tools

Planon

Maximo

Concept

TRIRIGA

Concerto

Job description

Helpdesk Operative
Location: Southern Water Fixed Sussex (phone number removed), 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

To be successful in this role, you will have:

• 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.