Help Desk Operator - Fire & Security Support

OCS; Eastleigh; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Digital Learning

Hapi app discounts

Wagestream Pay

Equal opportunities employer

Job summary

OCS UK & Ireland is seeking a proactive Helpdesk Operator to join our F&S team in the UK. You will handle service requests by phone and email, coordinate maintenance activities, and ensure timely responses and high customer satisfaction.

You will work with engineers, subcontractors, and suppliers, maintaining documentation and meeting contractual KPIs. The role requires strong IT skills and experience with CAFMS systems, with a focus on efficient help-desk operations.

Qualifications

• Organised, self-disciplined and team player.
• MS Word, Excel and PowerPoint skills.
• Good interpersonal and customer relationship skills.
• Experience in a similar role and CAFMS system experience preferable.
• Experience of SLAs and KPI monitoring.

Responsibilities

• Receive and action direct telephone and email requests for service in accordance with Help Desk procedures, in a professional manner.
• Monitor and record the response of engineers to Help Desk requests and ensure customer satisfaction.
• Administer Planned Maintenance system, issue and track dockets, and manage customer meeting arrangements.
• Monitor and record the response of engineers to maintenance dockets and ensure follow-up works are logged and completed.
• Engage approved sub-contractors and suppliers for outsourced services per procedures, issue purchase orders and manage site documentation.
• Order equipment and services from suppliers including van stock parts and site operations.
• Record engineer actions and information from dockets and paperwork, supporting other Help Desk Operators.
• Assist with overall Help Desk performance and adapt to changing business needs.
• Review out-of-hours activity reports and relay/ action requests promptly.
• Ensure KPIs and SLAs are met and compile data on utilities, maintenance and costs.
• 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 Alarm Receiving Centre and manage monitoring accounts and daily reports.

Skills

Organised

MS Word

MS Excel

PowerPoint

Interpersonal skills

SLA/KPI Monitoring

CAFMS System Experience

Tools

CAFMS System

Job description

OCS UK & Ireland is seeking a proactive Helpdesk Operator to join our F&S team in the UK. You will handle service requests by phone and email, coordinate maintenance activities, and ensure timely responses and high customer satisfaction.

You will work with engineers, subcontractors, and suppliers, maintaining documentation and meeting contractual KPIs. The role requires strong IT skills and experience with CAFMS systems, with a focus on efficient help-desk operations.