Helpdesk Operative

Cambridge Maintenance Services; Larkhill; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Wellbeing support

25 days annual leave

Job summary

Phosters is seeking a proactive Helpdesk Operative to be the first point of contact for colleagues and clients. You will troubleshoot, guide on issues, and coordinate maintenance tasks while maintaining clear records and effective scheduling.

The role requires strong communication, organisational skills, and a calm, solutions‑driven approach to ensure service levels are met. Training and development are available within a dynamic environment.

Qualifications

• Strong communication and a customer‑focused attitude
• Ability to stay organised while handling high volumes of queries
• Logging requests accurately and prioritising effectively
• Experience with Microsoft 365 and scheduling platforms is beneficial

Responsibilities

• Log requests accurately, assess priorities and provide clear guidance to colleagues and clients
• Coordinate reactive and planned maintenance tasks, allocating to the right teams
• Plan, schedule and book appointments, monitor progress and update records in the system

Skills

Communication

Customer focus

Organisation

Microsoft 365

Scheduling tools

Tools

Microsoft 365

Job description

CMSL t/a Phosters are a fast-paced dynamic facilities maintenance company who operates nationwide, providing nearly 30,000 service visits to properties and sites across the United Kingdom. We provide a comprehensive facilities maintenance service to meet the diverse needs of our clients, through our dedicated team of professionals.

About the role

We are seeking a proactive and customer-focused Helpdesk Operative to join our professional support team.

In this key role, you will be the first point of contact for colleagues and clients, providing clear guidance, timely troubleshooting, and high-quality service across a range of technical and operational queries. Your ability to communicate effectively, prioritise workloads, and maintain a calm, solutions-driven approach will ensure that issues are resolved efficiently, and service levels are consistently met.

This is an excellent opportunity for an organised and motivated individual who takes pride in delivering exceptional support. If you are committed to quality, enjoy problem-solving, and thrive in a dynamic environment, we would welcome your application.

Please note that this isn't an exhaustive list of duties. The successful candidate will be supplied with a copy of our in-depth job description.

Skills and Experience required

Job Requirements:

A successful candidate will bring strong communication skills, a customer-focused attitude, and the ability to remain organised while managing a high volume of incoming queries. You will be responsible for logging requests accurately, assessing priorities, and providing clear guidance or troubleshooting support to colleagues, clients, and contractors. Alongside helpdesk duties, you will play a key role in planning and scheduling works, ensuring that reactive and planned maintenance tasks are allocated efficiently to the appropriate teams or contractors. This includes coordinating resources, booking appointments, monitoring progress throughout the day, and updating records within the relevant systems to maintain full visibility of job statuses. Attention to detail, confidence in using Microsoft 365, scheduling platforms, and the ability to adapt quickly as priorities change are essential.

Experience in a helpdesk, coordination, or facilities environment is desirable, as is a proactive approach to keeping stakeholders informed, supporting service level targets, and ensuring that all tasks are completed within agreed timescales.

While relevant qualifications in customer service or a related discipline would be valuable, they are not essential for the right candidate. We have an extensive training programme in place for all employees, designed to encourage continuous professional development and support long‑term progression within the company.

We have an extensive training programme for all employees to encourage continuous professional development to progress within the company.

Monday to Friday 08.00am to 17.00pm

What we offer

Access to companywide wellbeing support.

25 days annual leave entitlement, plus bank holidays.

Useful information:

It is essential that all applicants possess the appropriate documentation to demonstrate eligibility to work within the United Kingdom; Phosters do not currently offer visa sponsorship.

The completion of an 5 month Probationary Period is mandatory for all permanent job positions.

Applicants must be aware, that all roles are subject to relevant DBS/Security checks either before or upon commencement of employment.

In order to drive a Phosters vehicle, it is compulsory that you are over the age of 21 with a minimum of 6 months driving experience, and currently hold a full UK driving licence with no more than 9 points.

Why work for us?

We are a company who values professionalism and fosters a culture of opportunity for growth and development. The people we employ define who we are, and we recognise that no individual is the same that’s why we are keen to continue to invest and upskill our workforce.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability

I agree with having my data stored for 36 months.

When you apply, we may conduct a background check using public databases and websites and utilising a web search engine. Your CV may be retained for a maximum period of one year.

Need more info?

Our Recruitment Manager, Lorraine will answer your questions.