Helpdesk Administrator/Customer Support

Guidant Global; England; On-site; GBP 22,000 - 28,000; Full time

Job summary

Guidant Global is seeking a reliable Help Desk Operative to join our facilities management team in the United Kingdom. You will handle incoming calls and emails, log and manage maintenance jobs, liaise with engineers and suppliers, and provide updates to clients throughout the job lifecycle.

The role suits someone who is customer-focused, calm under pressure, and comfortable working in a fast-paced environment. Strong IT skills (Outlook, Excel) and excellent communication are essential.

Qualifications

• Previous experience in a help-desk, facilities, maintenance, or customer service role.
• Confident telephone manner and professional written communication.
• Strong organisational skills with good attention to detail.
• Able to prioritise workloads and manage multiple tasks.
• Comfortable using IT systems such as Outlook, job management systems, excel etc

Responsibilities

• Answering incoming calls and emails from clients, subcontractors and engineers
• Logging and managing maintenance jobs accurately via the help desk system
• Liaising with engineers, subcontractors, and suppliers
• Raising, sending, and following up on quotes
• Providing updates to clients and managing job progression from start to finish
• Escalating urgent or overdue issues appropriately
• Maintaining clear and accurate records
• Preparing basic reports
• tracking incoming requests to ensure they are logged with the correct priority
• Dealing with invoicing
• Updating client portals and systems in line with contractual requirements

Skills

Customer service

Organisation

Communication

Prioritisation

Tools

Outlook

Excel

Help desk software

Job description

We are a facilities maintenance company looking for a reliable and organised Help desk Operative to join our team. This role is central to our day-to-day operations and would suit someone who is confident, customer focused, and comfortable working in a fast paced, busy environment.

Key Responsibilities

• Answering incoming calls and emails from clients, subcontractors and engineers
• Logging and managing maintenance jobs accurately via the help desk system
• Liaising with engineers, subcontractors, and suppliers
• Raising, sending, and following up on quotes
• Providing updates to clients and managing job progression from start to finish
• Escalating urgent or overdue issues appropriately
• Maintaining clear and accurate records
• Preparing basic reports
• tracking incoming requests to ensure they are logged with the correct priority
• Dealing with invoicing
• Updating client portals and systems in line with contractual requirements

About you

• Previous experience in a help-desk, facilities, maintenance, or customer service role
• Confident telephone manner and professional written communication
• Strong organisational skills with good attention to detail
• Able to prioritise workloads and manage multiple tasks
• Comfortable using IT systems such as Outlook, job management systems, excel etc
• Calm under pressure and able to deal with challenging situations professionally