Help desk Operative

Guidant Global; Worthing; On-site; GBP 18,000 - 24,000; Full time

Job summary

Guidant Global has an opening for a Helpdesk Operative in Worthing. You will be the first point of contact for clients, logging maintenance requests, prioritising tasks, and coordinating with engineers and subcontractors to meet SLAs.

Key duties include logging calls, updating CAFM records, raising POs, and providing timely progress updates to stakeholders. The role requires CAFM familiarity, strong admin skills, and excellent communication.

Qualifications

• Experience in a Helpdesk, Service Desk, Facilities Management or maintenance coordination environment.
• Strong admin and organisational skills with excellent attention to detail.
• Experience working to Service Level Agreements (SLAs).
• Good working knowledge of Microsoft Office (Excel/Outlook).

Responsibilities

• Receive and process maintenance requests via phone, email and helpdesk systems.
• Log reactive and planned maintenance requests in the CAFM system.
• Prioritise and allocate tasks in line with contractual SLAs.
• Coordinate with schedulers, engineers and subcontractors for timely works.
• Raise purchase orders for ad-hoc maintenance needs when required.
• Maintain accurate records including job details, locations and photos.
• Respond professionally to customer queries with regular progress updates.
• Monitor helpdesk inboxes and action requests within agreed timescales.
• Build strong relationships with internal teams, clients and suppliers.
• Support continuous improvement initiatives and operational excellence.

Skills

Helpdesk experience

Facilities Management

Maintenance coordination

Customer service

Planning and prioritisation

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

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.