Helpdesk Operative

Capital College Group; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Cycle to Work scheme

Season ticket loan

Eye tests

Medicash health plan

CPD days

Job summary

Capital City College in London is seeking a Helpdesk Operative to provide first-line support for estates and facilities. You will triage requests, coordinate reactive and planned work orders, and act as the main point of contact for customers, driving efficient problem resolution through the CAFM system.

Join a friendly team delivering high‑quality support to students and staff. This full‑time, permanent role offers a proactive environment, opportunities to develop, and a generous benefits

Qualifications

• Strong organisational skills and the ability to manage multiple tasks with accuracy and efficiency.
• Clear and professional communication skills.
• Confidence working with CAFM systems and Facilities Helpdesk processes, including Planon experience.
• A proactive attitude and willingness to learn and adapt.
• Experience in a similar Facilities Helpdesk role.

Responsibilities

• Provide first-line helpdesk support and act as the first contact for estates and facilities management.
• Deliver friendly, proactive service and guide customers to the appropriate solution.
• Triage and prioritise reactive jobs using the CAFM system and share work orders with on-site teams and contractors.
• Process reactive and planned work orders and assign them to the relevant teams and contractors via KPIs/SLAs.
• Ensure all tasks have correct priority status before issuing.
• Liaise with contractors for quotes and attendance and issue reports as required.

Skills

Administrative skills

Customer focus

CAFM system

Planon software

Facilities Helpdesk experience

Tools

CAFM system

Planon

Job description

Make a Meaningful Impact Behind the Scenes at Capital City College

Are you ready to make an impact at one of London's leading Further Education providers? Capital City College is looking for a skilled Helpdesk Operative to support and drive key operational functions, helping shape the future of education in the heart of London.

About the Role

This role is offered on a full-time, permanent basis.

As a Helpdesk Operative, you are at the heart of our operation, and we are looking for individuals who share our energy and passion and will contribute to our ongoing success.

• You will provide first-line helpdesk support to and provide the first point of contact for a variety of estates and facilities management requirements and administration.


• With strong administrative skills and customer focus, you will provide a friendly and proactive service to customers and conduct efficient handling of each query and advise customers of the consequent solution.


• Working with our Computer Aided Facilities Management (CAFM) system you will triage and prioritise reactive jobs and ensure day to day works orders are shared with the correct


• Processing reactive and planned estates and facilities work orders and assigning them to the relevant on-site estate and facilities team and contractor(s) through an effective triage process in line with agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).


• Ensuring all tasks have correct priority status assigned to them, prior to issuing


• Liaise with contractors where work orders cannot be completed by the on-site estate and facilities team, and request quotes where required and chasing contractors in relation to attendance and issuing reports.

Our aim is to provide a seamless service to our students and staff ensuring they have a safe and inspirational experience every day

About the Team

You will join a friendly, professional team committed to delivering high-quality support across the college. Working together, you'll help create a positive and inclusive environment where everyone feels valued.

You will be joining a dynamic and supportive team of 4 colleagues who are committed to excellence. The team has a strong collaborative culture, sharing best practice and innovative approaches.

About You

We're looking for a reliable and motivated individual who takes pride in delivering excellent service. You should bring:

• Strong organisational skills and the ability to manage multiple tasks with accuracy and efficiency


• Clear and professional communication skills


• Confidence working with CAFM systems and Facilities Helpdesk processes, including experience in using and interrogating Planon software


• A proactive attitude and a willingness to learn and adapt


• Experience in a similar Facilities Helpdesk role

Most importantly, you'll be ready to make a positive contribution to our college community.

About Us:

Capital City College (CCC), one of the UK's largest FE colleges in London. This influential group supports over 35,000 students based across 12 London campuses annually to develop the skills and knowledge to advance their career prospects or progress into higher education. This is done by an unrelenting commitment to curriculum innovation and an obsession with the quality of the student experience, which is underpinned by a resilient and prudent approach to financial management. Capital City College are widely recognised for their commitment to diversity, inclusivity, and educational excellence, positively impacting the lives of students across the capital and beyond.

Why Join Capital City College?

This is an exciting opportunity to become part of a passionate, purpose-driven team that puts learners first. At CCC, we value the dedication of our staff and offer a comprehensive benefits package including:

• Membership of the Local Government Pension Scheme


• Access to TELLUS - our discount and wellbeing platform


• Participation in the Cycle to Work scheme


• Interest-free season ticket loans for public transport


• Annual eye tests and contributions towards spectacles


• Flu vaccinations and access to occupational health services


• Medicash health plans - including cashback on everyday medical expenses and wellbeing tools for you and your family


• Generous annual leave entitlement, including one Relaxation Day per year


• Five Continuous Professional Development (CPD) days which can be used for your professional development

Our Commitment to Equality and Safeguarding

We are proud to be a diverse and inclusive organisation. We welcome applications from individuals of all backgrounds and are committed to creating a safe and respectful working environment for everyone.

CCC is committed to the safeguarding of young people and vulnerable adults. All roles require the successful candidate to undergo a DBS check - with some positions requiring an Enhanced Disclosure.