Helpdesk Coordinator

Stride; City Of London; On-site; GBP 23,000 - 32,000; Full time

Job summary

Stride is seeking a reliable Helpdesk Operative for a night shift position at our Aldgate, London site. You will receive, coordinate and monitor reactive maintenance requests, allocating tasks to engineers to meet SLAs and KPIs.

Join a team focused on accurate record-keeping, effective communication with customers and contractors, and strict adherence to health and safety procedures on a 4-on/4-off schedule from 19:00 to 07:00. Salary is competitive and experience-based.

Qualifications

• Experience in a customer service, helpdesk or frontline support role is desirable.
• Experience using a CAFM or asset management system is an advantage.
• Strong verbal and written communication skills.
• Excellent organisational and time-management skills.

Responsibilities

• Answer incoming telephone calls and respond to customer enquiries professionally.
• Receive, review and process service requests through the CAFM system.
• Allocate jobs to engineers and contractors based on skills, location and availability.
• Prioritise urgent maintenance requests and arrange timely engineer attendance.
• Monitor job progress and ensure work is completed within agreed SLAs and KPIs.
• Escalate emergency faults, complaints and service issues to the appropriate teams.
• Review job histories and reports to prevent duplicate requests.
• Ensure accurate job records, updates and closure of completed work orders.
• Communicate effectively with customers, engineers, contractors and management.
• Follow company procedures and health and safety requirements.

Skills

Organisational skills

Time management

Communication skills

Teamwork

Independent working

Customer service

Tools

CAFM system

Job description

Location: Aldgate, London

Shift Pattern: 4 on / 4 off, 19:00–07:00 (subject to change)

Salary: Competitive

Job Overview

We are looking for a reliable and organised Helpdesk Operative to join our team on a night shift basis. You will be responsible for receiving, coordinating and monitoring reactive maintenance requests, ensuring that jobs are allocated efficiently and completed within agreed service levels.

Key Responsibilities

• Answer incoming telephone calls and respond to customer enquiries professionally.
• Receive, review and process service requests through the CAFM system.
• Allocate jobs to engineers and contractors based on skills, location and availability.
• Prioritise urgent maintenance requests and arrange timely engineer attendance.
• Monitor job progress and ensure work is completed within agreed SLAs and KPIs.
• Escalate emergency faults, complaints and service issues to the appropriate teams.
• Review job histories and reports to prevent duplicate requests.
• Ensure accurate job records, updates and closure of completed work orders.
• Communicate effectively with customers, engineers, contractors and management.
• Follow company procedures and health and safety requirements.
• Maintain high standards of customer service and attention to detail.

Requirements

• Excellent organisational and time-management skills.
• Ability to manage multiple tasks and work effectively under pressure.
• Strong verbal and written communication skills.
• Professional telephone manner and customer service skills.
• Good attention to detail and a systematic approach to problem-solving.
• Ability to work independently and as part of a team.
• Experience in a customer service, helpdesk or frontline support role is desirable.
• Experience using a CAFM or asset management system is an advantage.

Working Hours

This is a night shift position working a 4-on, 4-off rotation from 19:00 to 07:00, subject to change.

Salary: Competitive, depending on experience.