Helpdesk Operative

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

Benefits offered by this job

LGPS

TELLUS

Cycle to Work

Season ticket loans

Eye tests

Vaccinations

Medicash

Annual leave + Relaxation Day

CPD days

Job summary

Capital City College Group in London is seeking a Facilities Helpdesk Operative to join our estates team on a full-time, permanent basis. You will be the first point of contact for facilities requests and will triage, assign, and monitor work orders with contractors and on-site teams.

We value proactive, customer-focused staff who can navigate CAFM systems (Planon) and deliver efficient service to students and staff, helping keep our campuses safe and well-maintained.

Qualifications

• Strong organisational skills and ability to manage multiple tasks.
• Clear and professional communication skills.
• Experience with CAFM systems, especially Planon.
• Proactive attitude and willingness to learn.
• Experience in a Facilities Helpdesk role.

Responsibilities

• Provide first-line helpdesk support for estates and facilities requests.
• Deliver friendly, proactive service and advise on solutions.
• Triage and prioritise reactive jobs using CAFM.
• Process reactive and planned work orders to on-site teams or contractors.
• Ensure tasks have correct priority before issuing.
• Liaise with contractors for quotes and attendance.

Skills

Organisational skills

Communication skills

CAFM systems

Facilities Helpdesk processes

Tools

Planon software

Job description

The job requirements are detailed below.

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 Facilities 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 Facilities 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 over35,000 studentsbased across 12 London campusesannually 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.

Our Values

To create a future that’s uniquely yours.

As the largest further and higher education college in London, we offer the quality you deserve, state of the art facilities and a wide range of courses as unique as your interests and aptitude. Through partnerships with industry and academia, we open doors to your real-world success.

Studying at our campuses isn’t just about good grades. It’s being part of a community within a community, that reflects the diversity and vibrancy of London itself. Where every background and perspective are celebrated, and everyone feels they belong.

As teachers and staff, we’re all driven by you –getting to know you, helping you feel valued and giving you hands‑on support every step of the way. Whether you’re a creative spirit, a tech whiz, or a business mastermind, together we’ll create a future that’s uniquely yours.

Real-life learning

Practical and personal, we provide valuable skills and knowledge that you can apply in the real world.

Connected community

Welcoming and open-minded, we create a community of people and businesses where you feel valued, supported, and confident to grow.

Expanded horizons

Innovating and inspiring, we help you become and achieve more than you thought was possible.