Help Desk Operator – Fire & Security Ops

OCS; Eastleigh; On-site; GBP 26,000 - 34,000; Full time

Job summary

OCS UK & Ireland is seeking an enthusiastic Help Desk professional to manage PPMS, reactive, and project support for a defined region. You will handle calls, emails, and coordinate maintenance activities to meet client and F&S requirements.

This fixed-term contract until September 2027 offers exposure to incident response, supplier liaison, and KPI tracking. You will work with CAFM systems and gain experience across facilities management services.

Qualifications

• Organised, self-disciplined and team-oriented.
• Proficient IT skills with MS Word, Excel and PowerPoint.
• Strong interpersonal and customer relationship skills.
• Experience with CAFM systems is preferred.
• Familiar with SLAs and KPI monitoring.

Responsibilities

• Receive and action service requests by phone and email following Help Desk procedures.
• Monitor and record the response of Engineers to Help Desk requests and ensure customer satisfaction.
• Administer Planned Maintenance system, issue/docket tracking and arrange customer meetings.
• Track engineer responses to Planned Maintenance dockets and ensure follow-up work is logged and completed.
• Engage approved subcontractors and suppliers for outsourced services and issue purchase orders.
• Order equipment and services for van stock and site operations as required.
• Record engineer actions and paperwork and support other Help Desk Operators.
• Assist with overall Help Desk performance and meet changing business needs.
• Review out-of-hours activity to ensure timely relays and actions.
• Ensure KPI & SLA targets are met and report on utilities, maintenance and costs.
• Uphold the good name of OCS F&S.
• Liaise with police/fire authorities and Alarm Receiving Centre as needed.

Skills

Organised

IT skills

Interpersonal skills

CAFM system experience

SLA KPI monitoring

Tools

CAFM System

Job description

OCS UK & Ireland is seeking an enthusiastic Help Desk professional to manage PPMS, reactive, and project support for a defined region. You will handle calls, emails, and coordinate maintenance activities to meet client and F&S requirements.

This fixed-term contract until September 2027 offers exposure to incident response, supplier liaison, and KPI tracking. You will work with CAFM systems and gain experience across facilities management services.