Helpdesk Operative

ABM; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

ABM is seeking a Helpdesk Operative for night shifts in London. You will act as the first point of contact for calls, vet requests in the CAFM system, and dispatch work to engineers and contractors while ensuring SLA targets are met.

You will manage urgent dispatches, maintain fault closure records, and communicate effectively with stakeholders to drive timely problem resolution and high customer satisfaction.

Qualifications

• Experience in customer service or frontline support roles is desirable.
• Strong communication skills over the phone and in writing.
• Ability to prioritise tasks and manage workload under pressure.

Responsibilities

• First point of contact for incoming calls.
• Vet service requests in CAFM system and dispatch to engineers.
• Ensure SLA/KPIs are met and escalate as needed.
• Dispatch work to direct labour and contractors with correct skills and location.
• Prioritise urgent jobs and plan engineer dispatch accordingly.
• Maintain accurate records of fault closure and updates.
• Demonstrate rapid response to customer issues with a systematic problem-solving approach.

Skills

Customer service

Telephone handling

Stakeholder communication

Time management

Tools

CAFM system

Asset management system

Job description

JOB TITLE: Helpdesk Operative (Nights)

LOCATIONS: London EC2R

SHIFT PATTERN: 4 on / 4 off rotation 19:00 - 07:00 (Subject to change)

SALARY: Competitive

ROLE OVERVIEW AND PURPOSE

The Helpdesk Operative will form part of a team responsible for the receiving, allocation and progressing of reactive engineering requests on the contract.

KEY RESPONSIBILITIES

Key duties and accountabilities include:

• First point of contact for incoming telephone calls.
• Vetting service requests received via CAFM system.
• Ensure compliance with statutory and company procedures across all functions.
• Dispatch work to both direct labour and contractors in a timely fashion based on the correct skillsets, geographical location and service delivery arrangements.
• Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand.
• Escalate any complaints or issues as required.
• Analysis of job history/running reports to avoid duplication.
• Undertake other duties as directed by management.
• High attention to detail on all work submitted.
• Manage the fault closure process and ensure compliance of fault completion, reviews & audit fails.
• To demonstrate rapid response to customer issues and show a systematic approach to problem solving.
• Adhere to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times.
• Understand, identify and apply the Service Level Agreement (SLA) for each service request and set expectation with customer.
• Escalate emergency fault notifications, updates and closures to stakeholders in a timely manner.
• Contribute to reducing levels of customer complaints.
• To take reasonable care for the health and safety of him/herself and others.
• Exceptional organisational skills.
• Ability to handle conflicting workloads and to work under pressure.
• Strong communication skills in both telephone and correspondence/report handling
• An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always.
• Ability to develop effective relations with key stakeholders including management, customers, staff teams and clients.
• Ability to set and achieve targets via effective engagement with stakeholder groups.

Desirable:

• A previous customer service representative or frontline support role is desirable.
• Experience in using CAFM system or asset management system.
• Rounded educational background and credible experience as a helpdesk operative.