Helpdesk Operator

ReQuire Consultancy; Gosport; On-site; GBP 20,000 - 30,000; Full time

Job summary

A respected consultancy in the electrical and facilities services sector is seeking a Helpdesk Operator. The successful candidate will be the first point of contact for clients, managing service requests and ensuring timely responses. This role offers an opportunity to work within a collaborative culture, with flexible hours and long-term career prospects.

Benefits

Collaborative culture

Flexibility on hours

Long-term career prospects

Qualifications

• Background in electrical, facilities, or maintenance services is essential.
• Experience in a customer-facing, coordination, or helpdesk-based role is required.
• Basic electrical knowledge such as faults and common terminology.

Responsibilities

• Act as the first point of contact for client calls and service emails.
• Log and track incidents within the helpdesk system.
• Provide initial fault diagnosis and coordinate engineer schedules.

Skills

Customer service

Problem solving

Organizational skills

Multitasking

Calm under pressure

Education

Electrical qualifications such as Part P, NVQ Level 2+, or City & Guilds

Tools

Helpdesk systems

Job-tracking systems

Job description

Helpdesk Operator

Hours: Monday to Friday, 8:30 AM – 4:30 PM (Flexible Hours Considered)
About the Role

We are delighted to be supporting this well-established and technically driven organisation within the electrical and facilities services sector. We are seeking a Helpdesk Operator to act as the first point of contact for clients, fielding calls and emails regarding reactive electrical service issues.

This is a dynamic and solution-focused role where you'll use your technical understanding and customer service skills to triage issues, dispatch engineers, and help keep projects moving. Whether you're already working in a customer support role or are a hands-on engineer looking to transition off the tools, this role could be an ideal fit.

Key Responsibilities

• Act as the first point of contact for client calls and service emails

• Log and track incidents and service requests within the helpdesk system

• Provide initial fault diagnosis and allocate service jobs to appropriate engineers

• Prioritise calls based on urgency and service level agreements

• Coordinate engineer schedules and track job progress through to resolution

• Prepare quotes for remedial or follow-up work when needed

• Maintain professional client communication throughout the service cycle

• Work closely with internal departments and suppliers to gather required information

• Assist with reporting and compiling close-out documentation

• Support compliance with internal processes and industry standards

What the company are looking for

Essential:

• Background in electrical, facilities, or maintenance services

• Experience in a customer-facing, coordination, or helpdesk-based role

• Confident telephone and email communicator

• Basic electrical knowledge (e.g., faults, common terminology, reactive maintenance)

• Strong organisational and multitasking skills

• Calm under pressure with a problem-solving mindset

Desirable:

• Electrical qualifications such as Part P, NVQ Level 2+, or City & Guilds

• Experience using helpdesk, job-tracking, or CAFM systems

• Previous field engineer experience looking to transition into an office-based support role

Additional requirements

Due to the nature of the work, successful applicants must be eligible for enhanced DBS and full Security Clearance. Candidates must also have the right to work in the UK.

Why apply?

• Opportunity to join a respected and growing business with a collaborative culture

• Flexibility on hours for the right candidate

• Work in a varied, technical, and people-facing role that genuinely makes a difference

• Excellent team environment and long-term career prospects

Apply now: This is a fantastic opportunity to join a respected and forward-thinking organisation offering long-term stability, varied responsibilities, and the chance to play a key role in project delivery and compliance. Please contact Louise Howardto discuss your application