Helpdesk & Facilities Support — 24/7 Shifts

Sodexo; Swindon; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Sodexo rewards and benefits

Job summary

Sodexo is seeking a Helpdesk Customer Service Agent in Swindon to provide prompt, professional service to customers and suppliers. You will handle initial inquiries via phone or email, accurately log service requests in CAFM, and escalate issues proactively.

Role requires logging calls with details, monitoring the Building Management System during out-of-hours, and working shifts including nights and weekends.

Qualifications

• Proven customer service and helpdesk experience.
• Ability to log and track service requests accurately.
• Strong Microsoft Office skills including Excel, Outlook and Teams.

Responsibilities

• Respond to phone, email and system queries per SLAs.
• Log caller details, problem severity and actions in CAFM system.
• Monitor BMS during out-of-hours and escalate faults.
• Prioritise and escalate service requests as needed.
• Support delivery teams and ensure contractual obligations are met.
• Collaborate with team members professionally.
• Adhere to processes and information security standards.
• Suggest process improvements and participate in training.

Skills

Customer service

Helpdesk experience

MS Office

Shift work

Tools

Excel

Outlook

Microsoft Teams

Job description

Sodexo is seeking a Helpdesk Customer Service Agent in Swindon to provide prompt, professional service to customers and suppliers. You will handle initial inquiries via phone or email, accurately log service requests in CAFM, and escalate issues proactively.

Role requires logging calls with details, monitoring the Building Management System during out-of-hours, and working shifts including nights and weekends.