Help Desk Operator

Manchester Arndale; Chandler's Ford; On-site; GBP 26,000 - 32,000; Full time

Job summary

OCS UK & Ireland is seeking a proactive Help Desk Coordinator to manage requests for Planned Preventative Maintenance, reactive works and project tasks across a designated region, ensuring clear communication with engineers and clients.

You will monitor response times, book appointments, liaise with subcontractors and suppliers, and maintain maintenance dockets while meeting KPIs.

Qualifications

• Strong organisational and time management skills.
• Proficient with MS Word, Excel and PowerPoint.
• Experience in customer-facing roles.
• Familiar with SLA and KPI monitoring.

Responsibilities

• Receive and action telephone and email service requests per Help Desk procedures.
• Monitor and record response of F&S Engineers and ensure customer satisfaction.
• Administer Planned Maintenance system, issue and track dockets, organise meetings.
• Monitor response of engineers to dockets and ensure follow-up works are logged and completed.
• Engage approved sub-contractors and suppliers for outsourced services and issue purchase orders.

Skills

Organisation

MS Office

Customer Service

SLA & KPI Monitoring

Tools

CAFM System

Help Desk Software

Job description

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.

Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.

Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.

Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

About The Role:

Working Pattern

Monday to Friday 8am - 5pm, 1 hour lunch

OCS are looking for an enthusiastic and capable individual to form a key part of the team. To be responsible for all aspects of the Helpdesk operations required for Planned Preventative Maintenance (PPM), Reactive Works, and Project Works for an assigned region, customer or discipline in accordance with both client and EMCOR Fire and Security requirements. To communicate clearly with other personnel and departments and win the commitment of others to achieving high levels of operational performance.

Key Responsibilities:

• To receive and action direct telephone and email requests for service in accordance with the Help Desk procedures, answering calls and written instructions in a professional and personable manner
• To monitor and record the response of F&S Engineers to Help Desk requests and to ensure customer satisfaction with the service
• To control the administration of Planned Maintenance system, in accordance with F&S standard procedures including the issuing and tracking of Planned Maintenance dockets and managing customer meeting arrangements.
• To monitor and record the response of F&S Engineers to Planned Maintenance dockets and to ensure follow up works are logged, actioned and completed
• Engage approved sub-contractors and suppliers for outsourced services in accordance with F&S standard procedures including the issuing and tracking of purchase orders and sub-contract instructions, operational outlook programmes/site visit documentation, and the induction of subcontractor visitors to site.
• Ordering of equipment and services from suppliers including parts required by the engineering teams for van stock and site operations and other purchases as required within the Fire and Security team
• Record engineer actions and information from dockets and paperwork received from engineering teams in own area and in support of other Help Desk Operators and ensure follow up works are logged, actioned and completed.
• To assist with the overall operational output and performance of the Help Desk facility including any other reasonable requests by the F&S Director, F&S Managers or client to suit the changing needs of the business.
• To review reports of activity by the out-of-hours service ensuring requests for service, follow up instructions and messages are relayed and actioned in a timely manner.
• To ensure OCS F&S meet the contractual KPIs and SLAs and compile and distribute data relating to utilities, maintenance work and operational costs.
• To uphold and promote the good name of OCS F&S at all times.
• Liaise with police and fire authorities and customers regarding monitored systems.
• Liaise with the Alarm Receiving Centre, carrying out administrative tasks for the monitoring of fire and security systems, including collating information, ordering and cancelling accounts, processing daily reports and processing callout rotas.

Personal Specifications:

• Organised, self-disciplined, motivated and able to work as part of the team
• Good IT skills including MS Word, Excel and Powerpoint
• Good level of interpersonal and customer relationship skills
• Proven experience within a similar role and CAFM System Experience preferable
• Experience of SLA’s and KPI Monitoring

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.